The implementation of EspoCRM by bpm4b team for the IT company providing technical support and system administration outsourcing services was successful in addressing several key challenges. Here is a detailed description of the implementation and the tasks achieved:
- Implementation of a comprehensive help desk system with individual SLA timelines for each client: A help desk system was introduced that enabled the IT company to manage and track the issues raised by their clients in a more organized manner. The system provided the capability to assign different SLAs to different clients based on their specific requirements. This helped in ensuring timely resolution of client issues, thereby improving customer satisfaction.
- Control of communications across all channels: phone, email, WhatsApp, and Telegram: The team implemented a unified system to manage communication across all channels, which enabled better tracking and management of client queries and requests. This helped in reducing response time and improving the overall efficiency of the communication process.|
- Integration with Zabbix monitoring system with task generation in case of incidents: The integration of the CRM system with the company’s monitoring system enabled automatic generation of tasks in the event of an incident. This helped in quickly identifying the root cause of the issue and taking corrective action, thereby minimizing downtime and reducing the impact on client services.
- Implementation of user portals: The team developed user portals that provided clients with access to their support tickets, request history, and other related information. This helped in improving transparency and providing a better client experience.
- Implementation of control over field technicians: The CRM system was used to manage the company’s field technicians, ensuring that they were dispatched to the right location and that the necessary support was provided to clients in a timely manner. This helped in improving the response time and the quality of service.
- Implementation of control over subcontractors with a separate portal for them: The team implemented a separate portal for subcontractors, which enabled them to manage their own projects and communicate with the company effectively. This helped in improving the coordination and collaboration between the IT company and its subcontractors.
- Management of CI in accordance with ITIL ideology: The team implemented a configuration management system that provided the IT company with the ability to track changes to the IT infrastructure and ensure that it was compliant with ITIL best practices. This helped in improving the overall efficiency and reliability of the IT infrastructure.
- Integration with Google Drive for access control: The CRM system was integrated with Google Drive to enable better access control for documents and other information. This helped in improving the security and confidentiality of the client’s data.
- Integration with a set of marketing websites and a website for job applicants with testing: The team integrated the CRM system with a set of marketing websites and a website for job applicants that included testing capabilities. This helped in improving the recruitment process and increasing the visibility of the company’s services.
- Complete control over time spent by employees, both in regular work and project activities: The team implemented a time tracking system that enabled better control over the time spent by employees on different activities. This helped in improving the productivity and efficiency of the employees and the overall profitability of the company.
Overall, the implementation of EspoCRM by the bpm4b team was successful in achieving the desired outcomes and addressing the key challenges faced by the IT company.
