Russian representative office Dräger entrusted Naumen with the automation of the service center

2021: Complete automation of customer service support

On June 29, 2021, Naumen announced the completion of a project to automate customer support for the service service of the Russian representative office of Dräger (Dreger LLC) using the Naumen Service Desk platform.

Dräger is a manufacturer of medical equipment, as well as equipment for labor protection and industrial safety. The company had the task of automating customer support in Russia at all stages: from installation of equipment to warranty and post-warranty services. As a technological platform for this task, the Dräger service center in Russia chose the Naumen Service Desk solution.

The result of the cooperation was the creation of a single platform for receiving and processing customer applications. Thanks to the Naumen Service Desk mobile application, Dräger service engineers can quickly view cases and enter progress information anywhere in the country.

In turn, the management of the Dräger service center receives automatically generated reports on the load and labor costs of specialists.

The implemented solution analyzes the turnover of spare parts and makes it easier to work with inventory, helping to optimize costs and plan the order of additional equipment. The Naumen Service Desk platform is integrated with the Microsoft Navision ERP system for customer and hardware information.

The equipment we supply serves to protect and save lives. We are constantly working to offer our customers effective support in any conditions. In order to ensure transparency of processes and reduce the influence of the human factor, it was important for us to automate the work of the service center, "said Andrei Bredikhin, director of the service center of Dreger LLC. - Implementation of Naumen Service Desk was a big step in this direction. This made it possible to close the current needs of the company, ensured the prompt solution of a set of tasks to provide high-quality service.

We are seeing growing interest in solutions that provide a positive customer experience. This is an important task and it requires the use of proven automation tools, "said Dmitry Rubin, director of the IT automation systems and maintenance processes department at NAUMEN. - The Naumen Service Desk platform will become a reliable tool for Dräger in solving a range of problems: from building business processes to optimizing the full cycle of customer communications.