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How to organize customer support service in three months from scratch. Experience of building Service Desk on SimpleOne platform for Cloud.ru provider

updated at: 17 November 2023

Cloud.ru, a provider of cloud services, has implemented SimpleOne solution for organizing customer support service. The implementation of ITSM-system on the SimpleOne platform, which was carried out by Systematica, allowed Cloud.ru to quickly deploy a system for receiving and processing user requests and to organize effective work of Service Desk.

Client:cloudservice providerCloud.ru

Developer: SimpleOne, a developer of a platform for automating service business processes

Integrator:Systematica, a leading provider of IT solutions and services, a member of GKS (Systematica Group JSC)

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Task

GKS (JSC "Grupa Sistematica") announced the market launch of a new cloud provider "Cloud.ru". One of the main tasks in the creation of Cloud.ru was the organization of Service Desk for customer support. It was necessary not only to deploy the solution for customer support service promptly, in 3 months, but also to provide for further customization and development of the system.

Solution

The main requirement that had to be taken into account when implementing the customer support system was to provide the simplest possible system interface. It was important not to overload it with options that were not directly related to solving the customer's problem, but to make the interface so that the user would get the expected result in a minimum number of mouse clicks.

Lorus

When choosing a platform, GKS specialists compared domestic and foreign ITSM solutions and chose SimpleOne. The platform fully meets the requirements to the interface, allows to quickly deploy and customize the portal, as well as subsequently connect other service processes to it, in addition to customer support. It was important for the client that SimpleOne is a domestic development, included in the unified register of Russian software and its cost is lower than foreign products-analogues.

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The platform implementation process included:

  1. designing the service catalog,

  2. setting up the processes for managing requests, incidents and service levels;

  3. system installation;

  4. integration with AD
  5. ;

  7. populating the main directories
  8. ;

  10. deploying the self-service portal;

  11. employee training.

The system installation was carried out by SimpleOne employees, and further customization was carried out by colleagues from Systematica.

"The availability of complete preconfigured processes with best practices from SimpleOne allowed us to significantly accelerate the implementation of the solution. The development started in the SimpleOne vendor's cloud and then was quickly and successfully migrated to the company's network. Thanks to the flexible versioning and logging system, we were able to quickly transfer all developments to the target environment with minimal time expenditures"

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Ivan Cherenkov
Architect Systematica LLC

The portal was designed in the most convenient way, thanks to the possibility to arrange functional blocks in any order on any page. For example, widgets for creating requests and access to the knowledge base with instructions were placed on the main page of the portal - this is the first thing that a user visiting the support portal needs. Support functions (incident and problem management processes, requests, reporting) are available through the portal menu. There is a tab "My requests", where user requests, open requests of an employee or a group are categorized by groups.

"The fact that SimpleOne's product architecture includes the ability to flexibly customize algorithms for handling requests helped a lot. This allowed us to build a system optimized for the requirements of the cloud operator's business model without the need for product modification"

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Dmitry Komkov
Chief Operating Officer of Systematica LLC

Result

Implementation of ITSM-solution SimpleOne for three months allowed to quickly deploy Servise Desk and organize effective work of customer support service for cloud service provider "Cloud.ru".

The following system components were successfully implemented:

  • internal portal;
  • external portal for customers (self-service portal);
  • client management module (assignment of those responsible for execution control, distribution of users into groups in accordance with the assigned role);
  • request and incident management module;
  • module for managing change requests;
  • reports;
  • knowledge base;
  • SLA.

Integration with Beeline VAS for sending SMS alerts in accordance with SLA was realized.

Lorus

In addition to technical support for Cloud.ru external customers, the platform includes an option to support internal users. Just like end users, an employee of any division of Systematica LLC can create an incident and send it to the required division for resolution.

"Systematica is a partner-integrator of SimpleOne and has a successful experience of working with the SimpleOne team. Therefore, the interaction was smooth and we received prompt answers to all our questions. As a result, in three months from scratch we created everything necessary for a high-quality support service. Cloud.ru employees started working in the new interface almost immediately, and they have no questions. This shows that the SimpleOne system is intuitive and gives users exactly what they expect from it - prompt support"

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Dmitry Komkov
Chief Operating Officer of Systematica LLC

"In the highly competitive cloud services market, a customer-oriented approach and the provider's ability to provide reference quality services come to the forefront. A reliable and user-friendly Service Desk is the basis for building long-term cooperation with customers. Thanks to the united and efficient work of our partners, we have received a modern, flexible and scalable solution, which is not only adapted to the requirements of Cloud.ru in terms of service efficiency, but also serves as a reliable base for launching new services and further scaling"

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Sergey Kuznetsov
Director for Corporate Clients at Cloudoru (Systematica is a member of GKS)
Lorus

"The combined experience of our employees allowed us to develop an ITSM solution that out of the box meets the requirements of most IT service providers and service organizations. Among other things, this factor allowed us to implement the solution in such a short timeframe"

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Sergey Chukanov
CEO of SimpleOne

Further development of the project

Systematica plans to continue the development of Service Desk on the SimpleOne platform in several directions:

  • omnichannel development (chats, messengers, e-mail);
  • creation of configuration management database (CMDB);
  • creation of inventory module;
  • working with reports.
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