TATNEFT is improving ITSM processes on the ELMA365 platform

2024: ELMA365 Implementation Plan

TATNEFT - Digital Development (TNCR) (a division of PJSC TATNEFT) will introduce a ELMA365 service platform to replace Creatio. Elma announced this on April 19, 2024.

As a service platform operator, TNCR provides corporate service in terms of IT and general service center (CSC). The division works with a large number of calls and users: on average, more than 40 thousand calls are solved per month, more than 100 thousand activities are registered.

On the basis of the ELMA365 platform, TNCR plans to increase the efficiency of IT services, improve the customer experience of service consumers and optimize the service catalog.

To achieve these goals, in addition to the ELMA365 Service system solution itself, TATNEFT-Digital Development acquired Service Desk 2.0 business solution and ELMA Bot designer. The implementation of the ELMA365 will take place in several stages. The end of the project is scheduled for May 2025.

{{quote "Developing Service Desk 2.0, we focused on the best practices accumulated over the years of our company's operation, so that in the end the product is able to meet the needs of both medium-sized businesses and such large companies as TATNEFT. Each such project inspires us to continue continuous development and improvement. Thank you for your trust, "said Victor Sitnik, Product Manager ELMA365 Service. }}

We have long decided to shift the focus from technology support to user needs. ELMA proposed a solution that can be implemented quickly and close the needs for all important processes of corporate service, - said Evgeny Zvezdin, Deputy General Director for Digital Development, TATNEFT - Digital Development.