Russian Developer Automates Operations at a Large Call Center
The ITSM 365 developer has built specialized software to automate technical support operations.
ITSM 365 has automated operations at the outsourced call center SMARTER, a large company employing specialists across multiple countries. To work more efficiently, the company needed a single unified platform—previously, all tasks and requests were coordinated through spreadsheets and chat messages. Combined with technical limitations, this approach significantly slowed down operations.
ITSM 365 was tasked with quickly and securely connecting remote employees from Russia, Eastern Europe and Central Asia to the corporate network. This required the use of VPN technology—a secure internet connection—while accounting for technical differences across countries.
From Manual Management to a Unified System
The basic system setup was completed within a month, after which request forms were refined and automatic notifications were configured for all specialists involved in discussions. ITSM 365 was also integrated with a messenger platform: employees can now move from a chat notification to the system’s mobile app with a single click and view all task details without opening a computer.
The rollout of ITSM 365 allowed the SMARTER call center to move away from manual management toward a centralized automated system. This accelerated request processing, increased transparency and made technical support operations more convenient for employees working anywhere in the world.
