ABCraft IT Integrator Implements Naumen SMP-Based ITSM 365 Cloud Solution

2022: Implementation of ITSM 365 based on Naumen SMP

On March 24, 2022, the company Naumen announced that a large IT integrator Magadan region AB’Craft in introduced a cloudy ITSM 365 platform-based solution. Naumen SMP The IT system was required by the company to automate customer calls and organize personnel labor accounting. Since the beginning of the project, 1.6 thousand customers have been served on the platform.

The goal of the company was to automate the work with client appeals, and to achieve it, it was decided to formalize the application process. At the checkout stage, customers make many mistakes, which, in turn, negatively affects the timing of services. The ITSM 365 cloud platform allowed AB'Craft to set up an intuitive interface for the order form, as well as connect directories to it. As a result, the number of errors decreased. For user convenience, ITSM 365 provides a mobile application and API module for integration into the company's IT resources.

Thanks to the implementation of the solution, AB'Craft automated the routing of cases: depending on the region, type of service and client, the application is sent to one of the 70 employees of the company. With the help of the module for labor accounting, managers monitor the load on personnel in real time.

Integration ITSM 365 1C allows you to generate an aggregated auto-update report from which managers and line workers learn everything they need information from your company's requisitions and customers, performance, and departmental workload.

The flexibility of our product allows customers to build the service process so that it is optimal for them. Auto routing of the application according to special rules, automatic labor accounting, casual integration with 1C are the tasks that AB'Craft faced and which the ITSM 365 platform decided, "said Andrei Fitisov, Director of Development of ITSM 365.

The versatility and scalability of ITSM 365 has enabled you to optimize key processes while maintaining our best business experience. As a result of the implementation of the system, we achieved the maximum speed of response to customer appeals, convenient control at all stages of the life cycle of applications and a significant reduction in the time for solving problems, "said Yevgeny Lytkin, Development Director of AB'Craft.