OpenTask Partner Network serves customers on ITSM 365 platform

2023: Customer Service Transfer to ITSM 365

IT company OpenTask has moved customer service to the ITSM 365 cloud platform. The decision increased the transparency of the technical support provided by the partner network. As of March 2023, there are over 800 contractors in the system that serve more than 3.5 thousand customer facilities throughout Russia. This was announced on March 14, 2023 by Naumen (Naumen Consulting).

The ITSM 365 platform allowed OpenTask to create a transparent model for providing services to customers based on an extensive partner network: the company costs a minimum number of its own remote specialists. With this solution, the company effectively manages interaction with both customers and partners: application processing, appointment of specialists, document flow and other processes are as automated as possible. Billing and closing documents to customers per month takes no more than 15 minutes, while previously it took an average of two days.

The platform operates on the principle of a "single window": all participants in the process can see the details of the task, information about status and discussion in one place. ITSM 365 supports the ability to add photo and video materials to a task, as a result of which OpenTask employees can control the work of contractors. There is a "black list" on the platform, where performers who provide services of inadequate quality fall.

Service automation is the key value we provide to our customers. There is no need to look for and check the performers themselves, administer dozens of contracts with contractors. All of this is done with the ITSM 365 solution, which coordinates customer and contractor interactions across the country. In fact, our company acts as the same aggregator of services of numerous performers as Uber, only in the field of service support in b2b, - said Ruslan Sadykov, head of the OpenTask service service.

The level of support automation achieved with ITSM 365 in OpenTask allows you to maximize the performance of service specialists. As of March 2023, each of them processes more than a hundred applications per month without compromising the quality of service. Such an effect becomes possible due to the acceleration of all operations and the exclusion of unnecessary routine actions, - said Anton Fedorov, Commercial Director of ITSM 365 (Naumen Group of Companies).

OpenTask plans to integrate ITSM 365 with the Diadoc electronic document management system to simplify the unloading of primary accounting documentation.