MyHoreca Reduced Support Burden with ITSM 365

2021: ITSM 365 Implementation

MyHoreca, a provider of catering and hotel solutions, automated customer support with ITSM 365. This was announced on December 14, 2021 by Naumen. The system receives requests and addresses them to the appropriate specialists, excluding unskilled employees from the process for the initial acceptance of applications. Optimizing the staff of service personnel allowed the company to achieve self-sufficiency six months after opening.

From the introduction of ITSM 365, the company expected the automation of a client service - the collection of applications from different channels in one place without the participation of people. The project was implemented in two stages. First of all, they automated the processes for registering applications, managing customers and equipment, sending notifications. In the second, they connected the solution with IP telephony in order to find customers in the database and register applications as quickly as possible, and also added registration of cases according to the equipment QR code.

With ITSM 365, we were able to optimize the technical support staff and do without first-line personnel, "explained Alexander Maslov, head of support for MyHoreca. - Requests are immediately received by specialists who can solve the client's problem. Thus, we saved a lot of funds for PHO and more rationally allocated resources.

The launch of the system was made by the customer support service MyHoreca omnikanalny - the acceptance of applications goes through, call center Telegram-,, boat mobile application personal account,. e-mail Since the solution integrated with internal services MyHoreca and, ON Power BI employees see a complete information customer, including an advanced one, in to the analyst a single interface. Working in "one window" reduced the time to process cases.

The capabilities of our product helped MyHoreca to fully implement the service approach to customer support, "said Andrey Fitis, Director of Business Development at ITSM 365. - This was facilitated by the flexibility and ease of setting up the cloud service, since any processes are transformed depending on the needs that the business needs,