| Customers: Yum Brands Russia
Contractors: ICL Services Product: Desk serviceProject date: 2017/10 - 2018/03
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On May 7, 2018 the ICL Services company announced the implementing solution Desk Service — a uniform contact point of acceptance, registration, coordination and the solution of all requests relating to IT in the Russian division of YUM! Brands, the managing KFC and Pizza Hut.
In Yum! Brands was unrolled an ITSM system based on OmniTracker CleverEngine, but there was no uniform queue and service of processing of requests which would moderate all entering flow of addresses. At the same time the company aimed at minimization of a share of incorrectly classified addresses and acceleration of their solution. It was for this purpose necessary to automate request processing of all Russian restaurants YUM! Brands.
ICL Services implemented the first and second support line of users and improved a feedback system for 200 restaurants which are managed by Yum! Brands. From the moment of implementation Desk Service about 100 thousand addresses are processed.
 | "After implementing solution, to the first line more and more tasks lay down that allows to unload employees of YUM! Brands. We go increasing the processing speed of requests and to reduce the number of the people involved in their solution". Alexey Hazov, ICL Services service manager |  |
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