The National Lottery has doubled the processing of requests from draw participants and partners on the ITSM 365 platform

2023: Implementation of ITSM 365

On May 23, 2023, Naumen (Naumen Consulting) announced that the National Lottery brand had implemented the ITSM 365 cloud platform. The service allows you to automate some of the processes in the client support of partners selling tickets and draw participants. Thanks to the solution, the organization halved the processing time of requests. Over 2.5 thousand applications pass through the system every month.

The National Lottery has optimized support by creating a single space for working with requests from customers and partner network members. On the ITSM 365 platform, you can register and classify requests received by phone or e-mail and then send them to performers with a set deadline.

The company uses topics to mark up applications processed on the ITSM 365 platform. This allows you to find typical problems and describe the algorithms for solving them in special instructions for operators. Thanks to the approach, it was possible to reduce the number of requests redirected to the second line by 20%, while the total number of lottery participants over the past five months increased by 200%.

Thanks to the processes configured in ITSM 365, we have reduced the load on the second support line. Over the past five months, the number of lottery participants has grown by 200%, and the number of requests sent to engineers has decreased by 20%. This freed up the resources of highly qualified personnel to solve more complex problems, - said Pavel Shelkovoy, head of the IT infrastructure development department at National Lottery.

The system turned out to be flexible enough to optimally organize the work of not only the company's own employees, but also contractors. So the optimization of case processing made it possible to increase the efficiency of dispatchers, outsourcing call center- said Anton Fedorov, Commercial Director of ITSM 365 (Naumen Group of Companies).

The next stage of the company plans to use the ITSM 365 platform to automate employee support - to transfer the provision of internal services to the system by departments such as AXO, HR, etc.