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Datagroup

Datagroup is an all-Ukrainian communication solutions provider for business and home that provides internet access, telephony and television, video conferencing and surveillance, satellite communication, data transmission services, and cloud solutions. 

 

They work not only with corporate, inter-operator, and home users, but also with the public sector and defense structures.

Background

Complex process automation was one of the steps in implementing a transformation and digitization strategy in the company.

Results

  • Integration of the company’s disparate IT systems into a single IT platform. Based on an online BPM, this allowed the company’s divisions to work in it throughout the process, from requisitioning, technology assessment, and support to service delivery.
  • Optimization of all stages of working with corporate clients: Customer relationship management (CRM), sales maintenance (NTS), and customer service (Service Desk) were all improved.
  • Creating a centralized glitch-tracking system. The tool allowed the company to implement automated SLA control, automatic distribution of applications during failure through working brigades. It helped cut glitch-management time between 30% and 35%.
  • Automation of the application’s distribution related to new connections. It helped cut the new application’s management time by 20%.
  • Creation of a single center of current information within counterparties with the mapping of active and historical services, activities, documents, etc. It helped improve the B2B sales pipeline in terms of both speed and human resources required.
  • Implementation of sales department productivity graphs. This has not only improved the sales analytics but also decreased the efforts of the BI team.
  • Automated the commercial offer approval system based on profitability and payback data. This improved the speed and productivity of the process significantly, compared to the manual process.
  • Implementation of the Service and Sales product bundle has improved the interaction between the sales and technical service departments and decreased the speed of complex project implementation by 20%.
  • Automation of the customer application process of all types (sales, finance, technical issues, etc.). Besides overall process improvement, this has brought the company a possibility to track the service department employees' workload, application dynamics, and types of questions they ask.
  • Automation of service department application distribution, related to both new and old clients. The distribution speed increased by 30% to 50%, depending on the application type. Efforts for application coordination were improved significantly.
  • Creation of a single configurable catalogue of company services.

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