"DC Office" accelerated work with customer applications thanks to ITSM 365

2021: Implementation of ITSM 36

DK Office has introduced the ITSM 365 system to improve the service of its customers' premises, including shopping and business centers, banks and other large real estate facilities. This was announced on December 24, 2021 by Naumen (Naumen Consulting).

DK Office translated all operations with client calls into a single environment using ITSM 365. The system collects requests of the customer's employees for carrying out plumbing, cleaning and other work, automatically assigns the responsible person to each application and sets the deadlines for execution. Previously, information from cases was manually entered into table files and paper documents, as a result of which customers waited a long time for the application to be completed.

Thanks to the omnichannel in the implemented solution, the employees of the client "DK Office" send appeals to the management company through various channels: by telephone of the dispatch service, e-mail or in a personal account.

A feature of the project was the automation of the process associated with the coordination of unscheduled work. Such tasks are not included in the subscriber service and undergo a multi-stage client approval procedure. After digitizing the process, the work was accelerated: all stages of approval - in one branch, you can easily track at what stage the approval of the application is. The system stores all the history of approvals - this helps to quickly solve controversial situations.

{{quote 'The implementation of ITSM 365 has significantly increased the transparency and efficiency of our service. We ensured complete control over the timing of the work. And the flexibility of the IT system allows you to customize or transform processes based on the needs of the client, "said Mikhail Shchelkov, head of the operations department of DK Office. }}

The management company plans to automate the maintenance of customer premises and equipment by applying QR codes to them to increase the speed and quality of service.

In the field of real estate management, it is increasingly difficult to do without modern solutions for service automation, "said Andrei Fitis, Director of Business Development at ITSM 365. - The use of such systems often becomes a mandatory requirement for management companies on the part of customers.