Technical support VK Tech moved to the Divo platform

2025: Implementation of the Divo platform

The Divo platform from the Lukomorye ecosystem has automated service process management at VK Tech. As a result, the company optimized the interaction of the technical support service with corporate clients, streamlined the process, making it transparent, fully automated part of the tasks and systematized reporting. RTK IT Plus announced this on April 9, 2025.

Divo is a software platform for managing services in large companies, which allows you to automate processes in IT, HR and other services. The developers of Lukomorye introduced the solution into the customer's working IT infrastructure in about nine months, another two weeks it took to transfer the technical support team to the platform.

VK Tech uses four platform modules. With the help of the Divo Portal module, customers will be able to independently resolve issues in the format of a single window. Users have the opportunity to submit applications on the client portal through a chatbot in VK Teams, which immediately provides the status of the application and the result of its processing. There is also a chat bot in Telegram to quickly create requests and track the progress of the solution.

The Divo Service module helps manage the work of performers on customer requests and is integrated with the customer's internal tracker for development teams. This allowed you to track the progress of case processing and saved the support team from having to check the status of tasks in the development team system. In addition, the Lukomorya team has set up a multi-level catalog of services on the client portal, which helps customers quickly choose the topic of their appeal.

The Divo Metric module allows you to visualize all reporting based on ESMP data and other sources. Management, VK Tech support specialists and other employees can receive both regular general reports and one-time individual reports.

And finally, the Divo Lingvo neural network helped VK Tech optimize the process of routing applications. It also automatically categorizes customer requests.

Шаблон:Quote 'author=said Olga Tishchenko, Director of Customer Technical Support at VK Tech.

{{quote 'author=noted Arsen Blagov, CEO of RTK IT Plus. | We implement our product to meet the needs and needs of each customer. Thanks to the Divo system, VK Tech has received convenient automated call processing processes. About 500 applications are received daily on the portal, our system processes them and distributes them into categories, speeding up the work of specialists. In addition, we have set up convenient reporting, which is especially important for such large companies,}}