Baikal Service has doubled the work of internal support thanks to the ITSM 365 platform

2023: Employee Support Automation

Baikal-Service has automated employee support using the ITSM 365 cloud platform. The IT system made it possible to reduce the number of manual operations, as a result of which the company reduced the average time to solve the problem from one hour to 30 minutes, as well as reduced the cost of internal service. More than 5 thousand applications are processed monthly in the solution. This was announced on April 4, 2023 by Naumen (Naumen Consulting).

The ITSM 365 platform has become a single environment for interaction between Baikal Service personnel and support services. The solution collects requests from various channels, automatically classifies them, assigns a deadline and an executor. When distributing applications, the system takes into account the essence of the issue, as well as the schedule of work and the load of support specialists. The number of users in the system as of April 2023 exceeds 2 thousand people. Before the implementation of the platform, all support requests were processed in the Help Desk solution, the functionality of which was very limited: for example, the appointment of specialists for calls took place manually, which caused the company to have an acute problem of uneven distribution of tasks.

The flexibility of ITSM 365 enabled transport the company to automate many routine operations. The organization has set up templates on the platform business processes for implementing infrastructure projects in new divisions, which together include more than 35 different internal tasks and approvals. Also, a IT reference book is organized in the system - tied to the Internetproviders company's offices information , and with an address, contract number and other details, one click each is added to the letter template, which allows support specialists to quickly solve problems with the lack of an Internet connection. ITSM 365 receives requests from 126 departments of the organization.

Thanks to the Baikal Service solution, it automatically generates work schedules for support specialists. The Gantt chart implemented in the system makes a monthly schedule taking into account day and night shifts, vacations, sick leave and other factors. This platform functionality has been reduced time for the preparation of a work schedule from one day to 30 minutes.

Automatic distribution of requests and tasks in the IT system gave us two important advantages at once. First, applications began to arrive at work faster, and the average speed of solving problems was reduced from one hour to 30 minutes. Secondly, we were able to completely abandon the first line of support and save a lot of money on PHY, - said Alexander Zabelin, head of the technical support department of Baikal Service TK LLC.

The flexibility of ITSM 365 made it possible to configure the processes in Baikal Service in order to reduce routine operations as much as possible and increase the efficiency of supporting the transport company. For example, it now takes only half an hour for the management of the service service to prepare a monthly schedule of duty for all specialists in the IT system, while earlier such a task took up a whole working day, "said Anton Fedorov, Commercial Director of ITSM 365 (Naumen Group of Companies).