The IT department of the Shcherbinsky Elevator Plant began to process 1.5 times more internal calls using ITSM 365

2022: Implementation of the ITSM 365 cloud service

Naumen announced on September 26, 2022 the introduction of the cloud service ITSM 365 at the Shcherbinsky Elevator Plant (part of the ДОМ.РФ group of companies) in order to digitize previously used paper media for contacting the company's service services. The use of the IT system reduced the processing time of employee applications from several weeks to several days. More than 1.1 thousand requests are processed monthly on the platform.

With the help of ITSM 365, the company transferred to a single digital environment a full cycle of work with applications: recording requests, their classification and distribution by executors, monitoring of fulfillment, deadlines, etc. Before the introduction of the system, requests were issued in the form of paper requests, information on which technical specialists often had to clarify. The Executor Knowledge Base provides information on solving the most common problems. The system provides templates for communication with service customers: answers to frequently encountered questions, instructions, accompanying materials, etc. Automation of the process made it possible to significantly speed up the processing time of cases.

As a result, an increase in the number of applications by 1.5 times did not require an increase in the number of service employees. The ITSM 365 mobile application also helps service professionals in the inventory of IT assets: scanning a special QR code outputs equipment data from a directory. The IT system for submitting applications is used by about 600 employees of the company. In the ITSM 365 personal account, you can track the history of all requests and correspondence with the performers. The approach has made the request process completely transparent to internal customers.

The introduction of ITSM 365 has improved the quality and transparency of the service. The average reaction rate to circulation was reduced from two to three days to one hour. Decision time - from weeks to days. At the same time, the productivity of specialists increased. For 2021 and 2022, the number of applications received increased by about 1.5 times, but this did not require the expansion of the staff of technical employees, told Anton Oreshkin, Head of IT Services Development, SHCH.

The cloud service ITSM 365 has extensive functionality in the basic configuration, which allows you to quickly launch the solution in the company. At the Shcherbinsky Elevator Plant, the platform began to accept applications in two working days. Employees of the company appreciated the convenience of this system for handling cases: 100% of requests come through ITSM 365, noted Anton Fedorov, Commercial Director of ITSM 365.