Banza developed a technical service portal for SIBUR

2021: Implementation of Technical Service Portal

On July 8, 2021, the system integrator Banza (LLC TS Integration) announced that it had developed and implemented a technical service portal for SIBUR. As a result of the project, the process of claim work for the delivery of goods for SIBUR customers is automated. The customer has received a single database of accounting, registration, data storage. The introduction of the portal accelerated the process of processing claims.

SIBUR was required to implement a solution for automation of the following processes:

• organization of claim work for registration and processing of incoming and outgoing claims for logistics operations,
• re-presentation of customer claims against external counterparties (logistics operators), such as warehouse and transport logistics operators, etc.

Receiving claims from external counterparties in the company was non-systemic in nature with many entry points (email's of different divisions). Technical Logistics Service (Techservice) employees had to manually enter tracking registers, route and check statuses by e-mail.

To resolve these issues, it was decided to develop and implement a technical service portal (TS) - a single window for registering incoming and outgoing claims from logistics operators. The portal should have the ability to attach and store the documents necessary for the consideration of claims, to control the completeness and correctness of the documentation required to work on the claim (photographs, completed and signed scans of mandatory forms, written explanatory documents, etc.).

Tasks that the CAT was supposed to solve:

• Internal routing of the complaint process with status tracking, internal SLA compliance
• provision of systematic feedback from counterparties based on the results of claims consideration, with fixation in a single database;
• control over the process of re-presentation of customer claims to external counterparties;
• accumulation of statistical information with the possibility of process efficiency analysis to further improve the quality of the Technical Service and the involved functions of SIBUR, as well as expand the CAT functionality.

Banza specialists pandemics fully implemented the project online. At the first stage, the requirements for automation of the technical service portal were collected and formalized. Further work was carried out to set up a pilot process for processing an incoming claim, a demonstration was organized, feedback was received from the customer. At the next stage, Banza specialists set up the remaining TCP processes and functions, conducted a demonstration of the ready-made functionality blocks, and trained Technservice employees in working with the portal.

As a result of the project, the process of claim work for the delivery of goods for SIBUR customers was introduced, the functionality of registering and processing incoming and outgoing claims for logistics operations from external counterparties was automated. The customer received a single base of accounting, registration, storage. data The speed of data exchange with external counterparties has increased. On average, 266 requests come from logistics operators to SIBUR per month. The implementation of the technical service portal accelerated the process of processing claims. The statistical accumulation functionality helps to analyze counterparties in the context of the frequency and type of violations, allows you to work with contractors to prevent violations, can be used as an indicator. KPI

When preparing the project, we formalized the process of working with claims, prescribed all interactions and roles. The quality of the contractor's work and the capabilities of the software satisfied our needs. We also received positive feedback from external counterparties - users of the system. In further plans - to develop the product, add categories of documents, implement the possibility of working on Maritime Demurrages, accounting for incoming invoices for additional services from logistics operators, connect new counterparties, "said Mikhalchenkova Victoria, chief expert, external warehouses, terminals and technical service, SIBUR.

Digital transformation is a change not only in business processes, but also in thinking. Together, we and our customer overcame all obstacles to the implementation of the software solution, significantly increased the convenience and efficiency of SIBUR employees, and provided the company's customers with a transparent tool for controlling their applications. Plans for the development of the project include the addition of multilingualism, "says Shatalov Valery, commercial director of Banza.