Akkermann Cement, Ackermann Cement (formerly South Ural Mining and Processing Company) (ITSM365.ru)

2022: Reducing the burden on support staff with ITSM 365

Russian cement manufacturer Ackermann Cement"" has implemented cloudy a platform ITSM 365 to automate the operation of the internal support service. This was announced on December 6, 2022 by the company. NAUMEN The new IT solution made it possible to transfer most of the staff requests from the incoming telephone line to digital channels, including c, chat boat Telegram as a result of which the load on support staff decreased by almost three times, and the time for processing applications decreased. About 1.5 thousand calls pass through the system every month.

The organization switched to the ITSM 365 platform in order to increase the transparency of service processes, speed up the processing of requests, as well as popularize among employees - customers of internal services, work in the system. The previous decision had a complex interface, which caused staff to massively leave requests by phone, and not through their personal account. This, in turn, forced specialists to manually start and send applications to the performers and often led to errors in the execution of applications, as well as to delay the provision of internal services.

With the new IT system, the company's personnel have access to several channels for sending requests: email, personal account, phone and Telegram bot. A directory with 38 services has been formed on the platform, thanks to which it is easier for employees to formulate a problem when contacting support. The system also implements electronic data storage with internal and external partitions. The first contains training materials for support specialists and performers, and the second contains instructions for users. Thanks to integration with IP telephony, the company received a significant decrease in phone calls - almost 2.5 times compared to 2021.

Since the ITSM 365 platform is integrated with IP telephony, support specialists can create a new request or supplement an existing one during a call. Support personnel can access the functionality of calling directly from a purchase requisition. In addition, the system supports accounting for IT assets - to fulfill requests related to the operation of equipment, service specialists can refer to a reference book with 368 items, which is constantly supplemented. The IT system has great flexibility to organize complex employee support processes. Ackermann Cement provided contractors with access to ITSM 365, as a result of which applications for setting up and adapting 1C-based solutions are automatically sent to contractors on an outsource basis.

The system generates reports and dashboards for registered, overdue and executed requests, from which the company's management receives information about the quality of internal services and outlines growth zones.

"The system allows us to track the volumes of applications that come to the company's IT divisions for three production sites, one of which is located in Uzbekistan. Now the workload of specialists and teams is clear, as a result of which the control and transparency of the internal service has significantly increased, "said Sergey Tishkovsky, project manager for the implementation of the ITSM 365 system, business process analyst, Ackermann Cement.

"The ITSM 365 platform has sufficient flexibility to enable the business not only to meet current automation challenges, but also to meet the challenges that may arise in the future. For example, "Ackermann Cement" at the beginning of the project planned to automate only the support of the IT service, but in the end scaled the solution to the service of other divisions, "said Anton Fedorov, Commercial Director of ITSM 365 (Naumen Group of Companies).

Ackermann Cement plans to continue work on integrating the system with telephony: the company intends to implement a voice analytics module in ITSM 365 in order to automatically decrypt calls from users.