Docsvision transferred service support from a foreign solution to the Russian ITSM 365 platform

2023: Moving to ITSM365.ru

The company Docsvision"" transferred technical support of customers and employees from a foreign solution Zendesk to the the Russian platform (ITSM 365 included in the GK product line). Naumen This was announced on May 4, 2023 by Naumen. Migration to this system took less than three weeks and more than four times reduced the company's cost of automating the service due to the flexible licensing policy of the platform and the ease of configuring it.

Docsvision moved service processes to ITSM 365, since the functionality of the previous solution did not cover all company requests. The system allowed you to flexibly approach call dispatching: requests are automatically distributed to service employees according to the established rules, but you can assign certain performers for some customers or services. The company also set up non-standard service parameters (SLA) in the solution, for example, introduced a "Periodic Response" so that service specialists maintain contact with service customers between the acceptance of the task and its execution.

To improve the speed and quality of service, the company has formed a knowledge base in ITSM 365, which includes instructions for both performers and service customers. Platform users see all updates in their news feed, while a separate collection is being formed for Docsvision partners - from materials that are potentially of interest to integrator companies. In addition, the base for May 2023 contains more than 50 templates for answering the most frequently repeated questions, which saves support specialists time during customer and employee consultations.

Docsvision has implemented labor accounting for support specialists on the ITSM 365 platform - the solution clearly shows the number of hours spent on solving the problem. This allowed, firstly, to identify the most resource-intensive services and optimize approaches to their implementation, and secondly, to justify the cost of services to customers.

As a result of the migration, we have quadrupled the cost of automating the service. This is due to the licensing policy and flexibility of ITSM 365, which allows us to carry out many improvements on our own. An equally important result is to increase the transparency of support. It has become easier to track information on applications and labor costs, to identify problem areas, - said Olga Trachuk, head of the Docsvision service department.

The key advantages of our IT system for Docsvision are high flexibility, the ability to quickly start basic processes, as well as a proven migration methodology from other digital solutions. All this made it possible to avoid possible negative consequences from an emergency change of the automation tool for the company's service, "said Anton Fedorov, Commercial Director of ITSM 365 (Naumen Group of Companies).