BPMonline CRM and Service Desk in ZyXEL Russia

The Terrasoft group announced in the spring of 2012 project implementation of automation of service processes for ZyXEL company, one of leaders among suppliers of telecommunication equipment in the CIS.

In the territory of the CIS hundreds of thousands of clients use products of ZyXEL. The similar scale of business caused the need for process automation, connected with technical support and service. The main requirements when choosing the software solution were existence of management tools business processes, compliance of a system ITILITSM to recommendations a possibility of use of the solution of automation on model SaaS. In an analysis result and testings ZyXEL made the decision on BPMonline CRM implementation + Service Desk. The project of automation went through all stages of implementation. On the basis of the provided technical specifications, specialists of Terrasoft company created the concept of automation. Then a system was tested, and training and further maintenance of work of users became the final stage.

The BPMN mechanisms available both to the manager, and the programmer, allow to construct communication of employees in one language that became additional benefit for ZyXEL. Automation of a full stroke of after-sale work with clients of ZyXEL including first of all technical support (both on-line, and telephone) and repair of the equipment became the main objective of the project. Due to automation of contact center and system implementation of accounting of service contracts it was succeeded to create unified information environment which, in turn, gave new opportunities for efficiency analysis of work of the departments involved in customer service.

In addition to business process automation, connected with support and service, transition to BPMonline CRM + Service Desk allowed ZyXEL to improve considerably the system of interactions between departments and to provide effective management of time of employees. The synergy of opportunities of a new system, experience and competence of ZyXEL and also an appreciation from users allow to claim that today the company has from the best centers of client service in the territory of the CIS.