The customer faced a number of challenges associated with the use of Western software Wrike - a platform for collaboration and project management, in connection with which the company decided to switch to a more reliable domestic product.
The platform of ICL Services partner Yandex - Yandex Tracker, a service for collaboration and organization of processes in the company, was chosen as the leading solution for migration.
At the same time, after choosing a domestic analogue, the following challenges arose:
• The need to implement the incident handling process, adapting the domestic analogue to the standard process without losing its productivity.
• Lack of time and dedicated specialists to master the new tool at the expert level due to strict restrictions on the transition time.
Thus, the customer needed to quickly configure the new solution and implement it in work in a short time. It was important to repeat the functions familiar to users as much as possible, facilitating the adaptation process without significantly interrupting employees from their main activities, to use the capabilities of the new solution to improve the user experience and increase the efficiency of communications.
ICL Services began to address these tasks.
Key Challenges
- Implement and adapt the Yandex Tracker solution
- Promptly implement the incident handling process
The project process was carried out in several directions:
1. Repeating the established incident handling process and adapting it to the new solution by creating basic workflows.
2. Refinement of incident forms with the necessary custom fields, setting up SLA and trigger automation.
3. Setting up communication functionality during request processing between process participants using various macros.
4. Assistance in adapting users to the new solution.
The ICL Services team implemented convenient functionality thanks to a dedicated team of experts with deep knowledge of the selected product, expertise in incident management, a dedicated vendor support channel and extensive experience in business automation.
The successful selection of an analogue, the willingness to trust the experienced experts of ICL Services laid the foundation for further cooperation: now we are automating the remaining service processes together.
Products and technologies
- Yandex Tracker
Results
- The transition to domestic software minimized dependence on foreign solutions.
- The client achieved the required result within the required period: ensured the continuity of incident processing, maintained productivity without stress for users.
- The client received a universal business tool for all support teams to work in one space, automating routine and providing transparent control of business processes.
- The architecture of the new solution opened up opportunities for further automation and integration with other services, which ensures long-term flexibility and adaptability of the system.