Support for 1C applications at the customer was provided both by contractors and their in-house specialists. Since the company has started to outsource many IT services (remote user support — Service Desk, local user service, network infrastructure support, etc.), they have to outsource part of the 1C application support as well, including not only 1C user support, but also improvements to the existing functionality and development of new functions. A foreign construction company has been cooperating successfully with ICL Services since 2014. This time, too, we have been trusted with this part of the business. On 1 July 2018, ICL Services started providing effective support to the customer's users with respect to 1C applications.
Key Challenges
- To reduce its labour costs by outsourcing the application support to ICL Services
Solution
Implemented our solution
- To provide 1C support to the customer's users, we have connected our specialists to a unified ITSM system. The system was already used by the ICL Services technical support staff as part of the Service Desk project to ensure continuous ticket processing. On average, ICL Services specialists process up to 40 tickets per month, including long-term project activities and development services for the customer.
- By outsourcing the application support to ICL Services, the customer has managed to reduce its labour costs. The customer's key operatives can focus on other important tasks while 1C users can always contact qualified ICL Services specialists for assistance and advice.
Results
- Since 1 July 2018, ICL Services has been successfully supporting a series of 1C applications for the foreign construction company and actively implementing new improvements based on the customer requirements.
- The number of supported applications is constantly growing. Back in July 2018, only 2 applications were supported while now the number stands at 6. And there's more to come. The customer holds our professional approach in high regard and is entrusting more and more sophisticated projects and tasks with us.