UES Research Center coordinates contractors in different regions using the ITSM 365 cloud platform

2022: Implementation of ITSM 365

The management company NIC UES (part of the Rosseti group) has implemented the ITSM 365 cloud solution for processing client requests for servicing commercial real estate. Naumen (Naumen Consulting) announced this on November 8, 2022. Automation of the process made it possible to reduce the labor costs of receiving requests from 15 large business centers located in different cities of Russia. About 400 applications pass through the system per month, which successfully serve only three dispatchers. The company connects about ten service partners to the work.

The ITSM 365 solution has become a single tool for processing all requests from tenants: applications are automatically converted into tasks, received a deadline for execution and sent to contractors - technical specialists. Before using the platform, company employees accepted applications by phone and kept records of calls manually.

In the process of servicing commercial real estate, NIC UES attracts about ten large regional contractors to work. The new system allows you to coordinate their work, track the quality of applications: service specialists use a mobile application to accept tasks and report on results directly from the facility. If necessary, contractors send photo and video materials to confirm the high quality of the work performed.

Specific reports on the operation of business centers and the work of service partners are implemented on the platform. Analytics allows UES Research Center to track problems in servicing tenants or bottlenecks in processes. Before implementing the IT system, the company's management learned about problems only from customer complaints.

The management company records about 750 pieces of equipment, as well as spare parts, etc. in ITSM 365. Field engineers report on the used parts and materials after performing repair work on the request. UES NIC employees can view this data in the system at any time and compare it with the technical plans of the premises in order to check the correctness of the invoices issued by contractors.

Thanks to the processes built in ITSM 365, we have reduced the number of controlling and servicing personnel of the company by three times. As of November 2022, only three dispatchers are coping with hundreds of applications for real estate in different regions of the country, - said Evgeny Grishin, head of the IT department at the Research and Development Center of the UES.

For management and service companies, retail chains and other organizations with a wide geography of presence, it is important to effectively control not only your own personnel (field IT specialists, engineers, technicians), but also contractors who are actively involved in working in regions where there are no or not enough specialists. ITSM 365 successfully copes with this problem: our clients use the flexibility and functionality of the platform to configure any access rights and automate processes of any complexity, "said Andrey Fitisov, Development Director of ITSM 365 (Naumen Group of Companies).