Company «Peter-Service», a leading Russian developer of billing systems for telecom operators has moved to a new system for automating customer service technical support.

 

Realizing the importance and relevance of continuous quality improvement of customer service, the management at Peter-Service decided to move to a modern facility for their automation activities of technical support and maintenance for customers in early 2008. To do this required high-tech solutions to ensure, on the one hand, a smooth transition from the current system, but on the other - with a high potential for development of additional services and services on a single platform, with the possibility of self-adaptation and adjustment decisions under the Rules of Procedure. The key requirements from a technical point of view were high performance and scalability, given the size of its customer base and load evaluation, the presence of a full Web interface, support for standard SOAP and Web services technology to integrate with existing systems on web-services, support for process management models, and broad opportunities for changes in auditing and user activity.
 

After evaluating the various systems of this class available on the market, Peter-Service opted for the solutions of Serena Business Mashup, including the technology platform to develop Web applications, automating the management processes. 
 
A selected team of specialists from Peter-Service, with the advice and technical support of the company «SoftMart», configured the solution for customer support on the platform of Business Mashup, transferred data from old systems, customized the interface to other systems, and carried out the necessary work in preparation of training materials for clients and staff. After several testing cycles, developmental and commercial stages, the system was successfully introduced into commercial operation in June 2009.
 

« I would like to note separately the high professionalism of the company « SoftMart », who greatly helped us in the early stages of development of new tools and provided technical support to projects during the year. The company Serena put in place to develop some of our specific requirements, which is a rare example of loyalty of the major Western vendors to their clients, » -added the IT-Director of Peter-Service Dmitry Gachko.
 
 

 

 CJSC «PETER-SERVICE» (http://www.billing.ru) has been a leading developer of solutions for the telecommunications industry since 1992, specializing in the design, implementation and maintenance of OSS/BSS systems for large telecom operators. The head office is located in St. Petersburg. The network of regional offices covers Moscow, Novosibirsk, Krasnodar, Ekaterinburg, Samara and Kiev. The company has completed more than 100 projects for more than 50 operators in 9 countries around the world, serving more than 100 million subscribers of fixed and mobile communications. The Quality Management System is certified under the standard ISO 9001:2000.
 

Serena Software (http://www.serena.com) is the developer of various software that helps companies to improve the efficiency of IT services. In Serena the array of products includes solutions to support software development cycles, configuration management, and modern portfolio management projects, business processes and IT operations. Serena also has offices in the United States, Europe, Japan and Singapore.