Business Process Remodeling and Support Systems Development
Please find under a summary covering project details and feedback. The innate facts are kept as they are, private information is amended.
Introductory information
A fast induction on the buyer’s organisation
Smart Parts is an Internet retailer. We sell consumer electronics and home accessories in Europe, Asia, and the US. Amongst other duties, I superintend big IT projects.
Desired goal
What challenge were you trying to address with Polontech?
We wanted to limit the number of support agents and distribute the workload evenly. Also, we wanted to track all client requests and lift the client contentment rates with this solution.
Provided solution
What was the aim of their involvement?
Polontech analyzed the existing business processes and proposed a solution for our labor desk. We began with ITIL consulting, analyzing and improving client support and contentment processes. Then we formd a single analog of Atlassian JIRA SD. The help desk automation method processes email requests from clients (front-office). The method then forms tickets for support agents who use the web interface to further adjoin with the clients. Our solution is also integrated with JIRA and Zendesk, expanding the capabilities of the solution to a big degree.
How did you come to work with Polontech?
A business associate recommended Polontech to us. We also contacted separate other consultants to assimilate the Polontech offer over.
How much have you invested with Polontech?
We’ve paid approximately £100,000 [~ US $125,000] for their labors.
What is the terminal result of working with Polontech (Jira, Agile, ITIL)?
The project was completed in less than 2 years. It was almost February 2015 to September 2016.
Results achieved
Could you share any evidence that would prove the productivity, condition of work, or the contact of the engagement?
Based on late surveys, our clients are much happier with the labors they’ve accepted. The solution also helps make the overall treatment pellucid. As a result, the efficiency and accomplishment of our team betterd as well. We use the solution on daily basis and we are very lucky with it. When we modify our work process, Polontech reflects these changes in the solution as well.
How did Polontech accomplish from a project treatment standpoint?
I individualally rate their project treatment very wonderfully. They embolden us to use the solution by creating tickets for themselves in our JIRA. Polontech granted a dedicated individual who was working for us almost 60% of the time. Other consultants and DevOp professionals from Polontech were useful to help with different aspects of the project. It’s worth noting that they were excellently pliant and adjusted to our project treatment framework.
What did you find most forcible almost Polontech?
At Polontech, they are very well organized and determined. They don’t just form a solution, they make sure it delivers and works in our business environment. They dig deep and form the total IT infrastructure with labor catalogs, apprehension base, etc.
Are there any areas Polontech could better?
Nothing major comes to mind.
What tips or recommendations could you share that might increase the likelihood of achievement with Polontech?
The client should be prompt to change and fit, the team should be prompt to clasp new tools and techniques. Polontech will do the rest.
