Kirgu, TD (Service Desk Itilium)

2016: Implementation of Itilium in TD "Kirgu": Service Desk not only for IT

Business Issues

Orders received from buyers for services provided by the company were processed without the use of any software product. However, with the rapid pace of development, Kirgu has a need to automate the process of collecting and processing incoming customer requests.

How the implementation went

The implementation of Itilium was carried out in a remote format. In order to simultaneously solve the internal tasks of the company and automate the process of organizing the provision of production services by Itilium consultants, the following works were carried out:

• The Itilium system has been installed and launched in the workplaces of employees not only of the IT department of the company, but also of the department providing services for delivery, assembly, installation and repair to the company's customers.
• A typical catalogue of services has been adapted. Expanded by the production services unit.
• Automated processes for receiving and processing customer calls (set up the routing of cases and the visibility of cases between different departments of the company).
• You have set up data exchange between 1C: Plant Management (1C: Manufacturing Enterprise Management) and Itilium.
• Integrated with Asterisk PBX.
• Remote training of Kirgu TD personnel on the basics of working with the installed Itilium system was carried out.
• The Itilium + mobile application was activated, which allowed employees working on the territory of customers and providing delivery, assembly or repair services to record the performance of work in real time.

The highlight of the project was the use of Itilum not only in the IT department to process calls from internal users of IT services, but also to optimize the processes of one of the main activities of the company - customer service, providing them with services for delivery, assembly of furniture, warranty service and repair.

The use of the Itilium + mobile application has had a favorable effect on the speed and quality of customer service - now an employee does not need to go to the office to obtain a work order.

Result

The result of the project for the management of the rapidly growing Kirgu company was the acquisition of a significant functional tool that allows you to monitor the quality of services provided by the company, as well as evaluate the performance of employees involved in the processing of applications.

Implementation Service Desk Itilium Kirgu has proven that Ithilium can be used not only in IT