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Home | News & Events | News News & EventsArchive: | 2008 | 2007 | 2006 | 2005 | 2004 | 2003 | 2002 | 2001 | 2000 | 1999 Tuesday, May 31, 2005 Jet Info Systems finalized the project Promek Bank is one of the leaders in the regional financial retail market of Russia. Bank’s Central office is situated in the city of Samara. Bank is active in 31 of Russian regions: it has about 170 outlets in Samara and Samara oblast, and no less than 180 outlets in Russian regions. Promek Bank works mainly in the sphere of retail banking. Bank’s central goal is ensuring high quality of services it provides to its clients.
The Bank’s IT department has to deal with a complex and responsible task of providing for the uninterrupted work of more than 600 employees of the Central and regional offices, as well as retail outlets. The average number of calls might hit as much as 100 per day, or even several hundred on an especially busy day.
IT experts have always paid a lot of attention to the quality of their services. Yet their responsibilities were not clearly defined, and users often had to turn to several different departments before finding the right expert. There was no single call center, users’ calls were not always registered. Measures taken to deal with a specific problem were not recorded, no standard solutions were developed. No statistical data on IT department activities was available which made it difficult to assess department’s efficiency. There were no well-developed feedback mechanisms. All this did not allow IT experts to promptly react to emerging problems.
Bank’s management fully realized the fact that further development and attraction of new clients is not possible without guaranteeing high-quality services and efficient personnel management. What was needed was a Technical Support service – a focal point for employees and IT experts, as well as clearly defined procedures for submitting and reacting to calls. The current situation analysis carried out by Bank’s own experts showed that the most efficient way to deal with the problem would be to adopt a ready-made industrial solution. Jet Info Systems was chosen as the company to set up a customer relations management and incident management systems.
In September 2004 Jet Info Systems started working on the project. Its experts developed and implemented user support automation system based on HP OV Service Desk. A trial launch followed.
Already at that point the system’s benefits were apparent both to the employees and the management of the Bank. Specifically assigned operators receive and categorize calls from the users, a single data base was set up, IT department work is recorded. This contributed to enhanced efficiency of IT experts, rationalization of the workload, minimized the number of emergencies and reduced the amount of time needed to deal with them. It also resulted in better cooperation and understanding between IT department and business.
Promek Bank specialists actively participated in the project. The working group included heads of all IT services who acted as experts in internal procedures, technologies and products employed by the Bank. Thanks to the coordinated teamwork of Jet Info Systems and Promek Bank experts the project was carried out within the limited timeframe. At the end of April 2005 the system was finally launched. At present experts are working on the models for its further development. all news |
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