Ascona Life Group CES automates customer service with Naumen SD Pro

2024: Naumen Service Desk Pro Implementation Summary

Outsourcing The company Ascona Life Group Unified Service Center"" automated customer service with the help of the Russian product Naumen Service Desk Pro. Service support for April 2024 is used by 63 corporate clients and 10 thousand of their employees, as well as 200 employees within the company. This was Naumen announced on April 24, 2024.

CES Ascona Life Group has been providing service support through Naumen SD Pro since April 2023. The system receives requests from organizations for accounting, personnel, administrative services and work with regulatory reference information (NSI). Also, 25 services for internal users are configured and provided in the system.

Employees of the Askona Life Group holding appreciated the speed, transparency and convenience of working in a single system. At the same time, at the end of 2023, loyalty to the service (NPS) reached 82% (+ 10% of the indicator for the first quarter of 2023). Customer satisfaction has increased due to improved staff experience and faster request resolution.

CES employees accept user requests through various channels, including through the self-service portal. It is also implemented integration with a mail service - requests from emails are registered and forwarded to the system automatically. The system interface allows you to describe the problem in detail and attach the necessary documents and screenshots - this increases the speed of resolving issues and helps to avoid unnecessary clarifications on applications. Each case is assigned a unique number by which customers independently track any changes to the request. At any time, you can find out the current status of the request and the approximate time for providing a response or solution.

The system measures and analyzes SLA cases according to customizable parameters, and distributes cases to employees depending on the category and type of case. Analysis of SLA compliance and other indicators made it possible to organize work to improve the quality of customer service. The company continues to develop the system for its needs. In the near future - setting priorities for the distribution of cases, connecting analytics tools BI and the system, creating templates for reports, improving query processing mechanisms, changing the interface, etc.

Ascona Life Group CES "focuses on the maximum unification of processes through the prism of the business service model. This task is difficult if you use disconnected IT systems. We have integrated Naumen SD Pro with the electronic document management and ERP system and now provide a single window service. This made it possible to significantly improve the situation in three indicators: the speed of reaction to appeals, the search for the person responsible for the decision and the speed of closing the request, - said Olga Kirillova, CEO of CES Ascona Life Group.

The introduction of Naumen SD Pro was a key step in improving service support for CES Ascona Life Group. This project, implemented in no-code and completely outside the IT framework, demonstrates the flexibility of the system and the application of best practices for building a CSR, and also successfully integrates the service approach into all business processes of the holding, "said Ian Kuznetsov, head of Service Management practice at Naumen.