Four banking solutions using the solution Naumen optimized customer service

In March, 2018 it became known that in Four banking solutions company (Kazakhstan) the project of process automation of customer service based on the Russian Naumen Service Desk platform is complete. On a withdrawal of the company, with implementation of the high-tech solution of Naumen the efficiency of processing of client requests increased by 20%.

Prerequisites

Four banking solutions spetsializiruyutsya in the field of deliveries of the bank equipment and service maintenance of financial institutions. Rendering high-quality service support to the clients – a priority task of Four banking solutions.

We reached already such level of development when without process automation it became difficult to cope. With the conclusion of large contracts with financial institutions of Kazakhstan the list of the supported client devices significantly extended, respectively, there was a need of ensuring required level of service maintenance of the clients. For implementation of this important task we selected the Russian solution Naumen Service Desk well-known in our market — Andrey Kachurenko, the director of the company of Four banking solutions told.

Project Progress

The project was executed in a short time: works started in the middle of December, 2017, and by the end of January, 2018 the support system of clients was successfully brought into operation. It became possible to perform deployment and tuning of a system due to the flexibility of the solution Naumen which allowed during one and a half month without loss of quality, to organize work of service Service Desk, to systematize base of the supported equipment and to automate processing of client requests.

Project Results

According to Andrey Kachurenko, with Naumen system implementation the processing speed of requests increased by 20%, and the number of incidents decreased approximately by 15% due to centralization of processes of service and transparent planning of preventive actions.

In an automated system the centralized support more than one thousand units of a different type of the equipment is provided - it is ATMs (ATM), the cash equipment, including sorters and banknote counters, packers of banknotes, detectors of currencies, processing systems of coins, etc. All client requests come to a support service through a uniform self-service portal which is available to clients in mode 24х7. Service of requests is provided with observance of procedural terms, in compliance the agreement on the level of provision of services (SLA). SLA given in all respects are reflected in quickly updated dashboards (dashborda), noted in Naumen.

Along with the automated control, in a system collecting of statistics on all addresses on the basis of which reports form is conducted.

The Naumen Service Desk system is convenient in use, helps us to grow and develop business — Andrey Kachurenko added.