Russian Company Unifies Tech Support and Development on a Domestic Platform
The system now processes 99% of tasks automatically.
Russian auto parts supplier Forum-Avto has unified technical support and development management on the ITSM 365 platform, a cloud-based solution for end-to-end automation of business processes.
According to the company’s press service, the IT department moved not only service operations but also development management onto the platform, replacing a foreign system with a domestic alternative.
Successful Scaling and Growth
The system currently routes 99% of tasks automatically, assigning a responsible owner, deadline, and priority. The company has also automated time tracking and approval of document changes.
The platform ensures uninterrupted operation of the IT department, which has doubled in size over the past two years. Performance quality remains high: staff complete 97% of tech support requests and 89% of development tasks on time.
