Coffee Like Network Improves Partner Remote Service with ITSM 365

2021: Automate Partner Network Technical Support

Coffee Like automated technical support for the partner network using ITSM 365 (Naumen Group of Companies). The restructuring of the processes of servicing coffee points has reduced the time for closing service calls by 3 times. Naumen announced this on January 24, 2022.

Based on ITSM 365, a unified environment has been created for handling calls from network partners. The system collects applications for setting up specialized software for managing the IIKO restaurant business, incident support, adding information on new coffee bars. The IT system also records tasks for consulting on warehouse, commodity, accounting and management accounting. Previously, such requests in the company were monitored manually, which, in conditions of network scale, reduced the speed of the support service.

The launch of ITSM 365 allowed you to organize omnichannel service. The COFFEE LIKE partner can apply through various channels: by phone, e-mail, personal account or mobile application. Communication on calls is completely transferred to the automation tool, where you can easily track the entire history of interaction on requests.

Thanks to the flexibility of ITSM 365, we have set up an application form so that we can immediately receive the maximum necessary information from partners, "said Alexander Feoktistov, head of IT at COFFEE LIKE. - This helps not to waste time on clarifying questions and additional dialogues, which means that technical support copes with solving problems much faster.

The implemented system helps to analyze all parameters of service calls: from compliance with SLA to assessment of load and performance of support employees. For enhanced analytics, the ITSM 365 cloud service is integrated with Power BI.

Due to the connection with IP-telephony at night, a voice announcement is made to technical specialists about sales stops in partner coffee bars. As a result, the most business-critical incidents are resolved as quickly as possible.

The COFFEE LIKE franchise model initially sets high service standards, "added Andrei Fitis, Director of Business Development at ITSM 365. - Application of the application management system fits organically into this technological business and helps the company to build a comprehensive approach to technical support of network partners.