UGORIA appreciated OMNITRACKER's contribution to the
success
of the Service Desk Ecosystem project
Specialists of
the Information Technology Directorate of AO UGORIA Insurance Company have completed
the implementation of the Service Desk Ecosystem project, which combines
several completely different modern technologies and systems, including the
OMNITRACKER business process automation platform, to organize high-quality and
cost-effective IT support for business. The project of state-owned UGORIA
Insurance Company became the winner in the category "Service Culture"
in the framework of the annual competition "ITSM-project of the year
2021", held by the itSMF Russia Association.
A special feature
of the project was the implementation of all systems exclusively taking into
account the requirements of business units and in full compliance with the
company's development strategy within the framework of a modern response to
changing external and internal circumstances.
During the
project a revision of the catalog of services was implemented on OMNITRACKER,
which became convenient and understandable for both IT specialists and ordinary
users of business units; integration with role models for providing access
based on internal regulations of UGORIA. The company has rebuilt the technical
support processes and implemented micro-commands using the Swarming method, as
well as many unique dynamic forms on the Technical Support Portal. The
Enterprise service management approach ("single point of contact")
was also implemented, and business processes were rebuilt in accordance with
the ideas, principles and tools of ITSM, including integrated into the
company's service desk system based on OMNITRACKER. In addition, reporting is
configured for each business unit in accordance with internal requirements.
Automation of approvals, collecting feedback on completed requests to monitor
user satisfaction were also implemented in OMNITRACKER. The implemented
integrations of the OMNITRACKER platform with the accounting system, monitoring
system and other corporate software, of course, provide a high level of
efficiency of process automation. It
should be particularly noted that the project was carried out by its own team
of specialists without the involvement of external experts.
As a result of
the project, thanks to the management decisions taken and their rapid
implementation, OMNITRACKER managed to increase the efficiency of the relevant
internal and external processes: the deadlines for critical requests
(incidents) were reduced by 1.5-2 times, in general, compliance with the
Service Level Agreement (SLA) is provided at the level of 80-85%. Productivity
per 1 employee of the company's technical support increased by 2 times. The
share of requests from the Technical Support Portal increased from 50 to 80%,
and thanks to the introduction of the role model, the number of approvals was
reduced by 50%. From a financial point of view, the verified result of the
project was an increase in the company's profit by more than 28 million rubles.
An important
result of the project during the pandemic, thanks to the effectiveness of the
self-service portal and the OMNITRACKER platform, was to ensure a painless
transition of more than 1,500 employees of the company to remote operation with
almost no costs.
"The OMNITRACKER system is an excellent tool
with which you can implement almost any IT and business processes. We knew the main postulates of the company's
strategy and decided to use approaches and tools that would bring advantages
for the business. For example, in terms of territorial expansion, we tried to
speed up the delivery of values and increase the efficiency of each employee.
We also introduced automation tools for frequent operational tasks, which
reduced management costs and did not lead to an increase in staff. Thus, due to
automation tools, the operational load was reduced", - said Stanislav
Druzhinin, head of the operation department of UGORIA.
"We heartily congratulate our colleagues from
UGORIA on the completion of the Service Desk Ecosystem project, which is
extremely interesting from the point of view of functionality and, equally
important, provided with high economic efficiency, as well as with a
well-deserved award and recognition of colleagues in the shop. OMNINET highly
appreciates the opportunity to ensure the growth of the maturity of UGORIA's
business processes thanks to the OMNITRACKER platform, which has harmoniously
become an important component of the Ecosystem, affecting all the main
divisions of the company. The project once again demonstrated the versatility
of the OMNITRACKER software solution for both IT and Business, and we are
confident that the customer has all the necessary tools to implement further
plans for the development of the system", - said Michael Dobner, CEO
of OMNINET Russia and CIS.
In the short and
medium term, UGORIA plans to implement automation of
accounting and management of configuration units, minimizing the need for
manual input and control of equipment, as well as the introduction of dynamic
management of a pool of licenses, channels, server and network equipment,
personal computers, including using the extensive capabilities of the
OMNITRACKER platform and its integration with discovery systems. The company
also plans to further improve the catalog of services and self-service tools.
About AO UGORIA Insurance Company
AO UGORIA Insurance Company was founded in 1997. UGORIA
is a universal insurance company providing a wide range of insurance services.
The company operates in 23 types of insurance and reinsurance (using 50
different rules). UGORIA pays special attention to the digitalization of
insurance services and is actively developing online insurance. At the end of
2020, the Company ranks 17th in the overall ranking of Russian insurers, is
included in the TOP-10 in OSAGO, and in the TOP-10 among the largest insurers
in terms of Casco.
About OMNINET
OMNINET is a leading European supplier of software
solutions for business process automation in Russia and the CIS. OMNINET offers
a comprehensive portfolio of solutions and services for all areas of business
based on its own OMNITRACKER software product designed to automate business
processes of service organizations and departments based on ITIL
recommendations: IT services, Shared service centers, call centers, customer
departments, project offices and others.
OMNINET received the status of "Champion" of
the Service Desk solutions market in the annual expert ratings "Vendor
Landscape: Enterprise Service Desk Software" by the international agency
Info-Tech Research Group in 2017 and 2019. The OMNITRACKER system, a software
solution from OMNINET, received the award "Best Overall Value” among the
products of the leading manufacturers of the Service Desk market.
Customers: OMK-IT, T Plus, Alliance Insurance Company,
Lenta, Sportmaster, Duracell, Moscow Exchange, Yum! (KFC, Pizza Hut), ROLF,
AlfaStrakhovanie, Renaissance Insurance, GSK Yugoria, Bank Saint Petersburg,
Lenenergo, Kazakhmys Corporation and KAZ Minerals (Kazakhstan) and many others.