Peter Service (Serena Business Manager – SBM)

Understanding importance and relevance of permanent quality improvement of customer service, the company management of "Petter Service" made the decision on transition to the modern automation equipment of activity of department of technical maintenance at the beginning of 2008. In a year in the company the solution Serena Business Mashup (SBM) for automation of process of management of messages of consumers of a delivered goods was implemented.

Implementation happened in several stages. Jointly with specialists of Softmart company after preliminary studying of regulations of work of support groups, features of implementation of regulations in an old system, interaction interfaces with external information systems the plan of transition to the solution Serena was created. At the first stage the created team of professionals from among employees of group of automation of information and technical department of Petter Service company was trained to work with Serena development tools. Then for several months the prototype of a new management system for requests of clients in a support service was developed, procedures of data transfer are fulfilled, integration modules are prepared. Within several next months was trained to work in the new system of employees of a support service (more than 200 people) and also contact persons of consumers of a delivered goods (more than 1000 people). In June, 2009 a new system was brought into commercial operation.

In terms of business the company received the effective instrument of collecting of metrics and measure calculation of customer service quality (the base of any process of improvement of activity) at reduction in cost of support of a system of service maintenance.

At the same time focus of group of automation was postponed for others by IT processes which could be moved to the new platform of automation of SBM effectively. In particular, during 2010 the new solution of automation of process of management of defects was developed. The number of users of a system sharply grew to 600 people through participation in processes of testers, developers, heads.

The company management highly appreciated possibilities of the process focused approach for automation of technology processes. Now internal regulations and instructions could not just be made out in standards of the organization and internal documents, but also to transfer effectively to the automation environment with evident representation of a flow of works, interactions of people and systems, implementation of business rules and rules of escalation, a broad set of means of collecting and data view in real time. At the same time platformasbm allowed to implement projects of internal automation completely by own efforts without involvement of external consultants. "Great advantage of software products of Serena, in our opinion, is simplicity and ample opportunities of the built-in tools of design and implementation of functionality of the automated support of business processes. It allows us to minimize attraction to completions of a system of external specialists. We implement the vast majority of completions by forces of the system administrator by means of the built-in means", - the chief of group of automation of Petter Service company Alexander Starodubtsev comments. Updates of versions of the SBM platform without any unexpected labor costs on transfer and processing of functionality of earlier developed solutions were also just made. According to the manager of service, the senior administrator of ASUP Boris Chesnokov, even large updates of the platform are implemented according to the plan of transition to new versions without essential difficulties. The project of support of process of continuous improvement which is successfully implemented in 2011 - QMS - quality management system operation automation became logical continuation of a vector of automation.

As a result, based on operation of the SBM platform within the last 3 years it is possible to speak with confidence about success of perfect investments both into licenses for the platform, and in projects of automation of IT of processes.