| Customers: Spar (SPAR Retail)
Contractors: Terrasoft (Terrasoft, CU-Consulting) Product: Bpm`online ITIL serviceНа базе: bpm'online crm Project date: 2014/03 - 2014/12
Number of licenses: 24
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The Terrasoft group announced at the beginning of 2015 project completion of system implementation of bpm'online ITIL service in SPAR RITEYL Ltd company. Now all advantages of work on reference processes of service are available to employees of one of the largest Russian partners of the international supermarket chain SPAR.
SPAR RITEYL Ltd dynamically increases presence in the Moscow region, annually opening on several supermarkets of popular Dutch network. Permanent growth of the company and increase in number of employees resulted in need to provide continuity and high availability of IT services, as became the main premises of implementation of bpm'online ITIL service.
Within the project incident management processes and accounting of the equipment were implemented; the self-service portal is developed and started in work; and also complete structurization of the directory of services is carried out. Using the product bpm'online ITIL service it was succeeded to create a uniform contact point and to increase transparency of inter-user communication and IT department. Development and approval of the document SLA regulating levels of service for different segments of the company became one of key project deliverables: from hardware maintenance before support of the IC.
As a result of transition to work in the bpm'online ITIL service system it was succeeded to reduce considerably terms of reaction of employees of a support service to the entering addresses. And thanks to the client portal users had an opportunity to independently trace a status of the addresses. In general, automation of key operational processes and creation of tools for control of violations of level of service allowed to reduce considerably loading and it is essential to increase productivity of staff of Service Desk of the company.
SPAR RITEYL Ltd — one of the partners of the Dutch network SPAR, largest in Russia. Integrates 28 shops in Moscow, Vladimir and the cities of the Moscow, Vladimir, Ivanovo and Tver regions.
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