ITSM 365 Cloud Platform Reduces Client Call Processing Time in Its Group

2022: Implementation of the ITSM 365 platform to automate customer support

The company Naumen reported on February 2, 2023 that - distributor POS equipments Russia CIS Its Group in and implemented a platform to ITSM 365 automate customer support. Thanks to this system time , the reaction to appeals has decreased in the organization, and the time for solving problems has also been reduced. More than 4 thousand customer applications pass through the system every month.

ITSM 365 has become a single tool for handling all customer calls. Applications are received into the system from various channels - the platform's personal account, e-mail, instant messengers, a mobile application, as well as an incoming line thanks to the platform's integration with IP telephony. Not only Its Group specialists are involved in working with requests, but also contractors - over 20 teams of performers in total. When routing calls, the system takes into account the location of specialists: the task is entrusted to the field engineer who is closest to the client. The specialist can view the details of the application and additional information from the knowledge base directly on site using the ITSM 365 mobile application.

The platform allowed Its Group to create a transparent client service. The solution implements a role system that allows users to see specific fields and attributes in the requisition form depending on their position and department membership. The priority of the case, in turn, is determined taking into account the status of the client and the criticality of the problem. The system also creates the role of a service manager - a specialist assigned to a specific customer and overseeing support processes. At the beginning of February 2023, almost 10 thousand companies are provided through ITSM 365.

The optimal adjustment of the life cycles of requests and the refinement of application forms made it possible to significantly reduce the time for solving problems. Most of the necessary data is initially contained in the request, so that specialists have to contact customers less often for clarification. Also, with the introduction of the system, the response time to applications decreased, told Andrey Kolobaev, CTO of Its Group.

Its Group uses the platform to keep records of labor costs, for example, monitors the load on service specialists and records recycling. Also, with the help of the solution, the organization controls the work of the performers: it finds appeals that have taken an irrational amount of time to complete.

The simple and intuitive interface of the ITSM 365 platform allowed Its Group to move to it as painlessly as possible from a previous solution that had been used by the company for a long time. At the same time, the product turned out to be flexible enough to implement the optimal life cycles of applications, reporting and scenarios for personnel control for the company, noted Anton Fedorov, Commercial Director of ITSM 365 (Naumen Group of Companies).