”Penkiu kontinentu bankines technologijos“
(BS/2) company, the leading outsourcing service provider to financial and other
businesses in the Baltic States and the Eastern Europe expands its .iQ family product
range by introducing an innovative customer service module “Service Desk“
featuring a special “Service Request Management“ solution.
Customers using bank services see
dysfunctional ATMs and other self-service machines comparatively seldom. However
just as any other machines these ones sometimes fail causing abundant
difficulties to banks, especially in remote locations without customer service
units. Our novelties address this issue by minimizing the number of such
difficulties and facilitating the fastest possible solution of problems
whenever faced,– says Tomas Bublys, Technical Director of BS/2.
He says that the new solution allows on-line
monitoring and controlling the status of every request lodged by a business
customer or the system (whether it is a critical failure or temporary machine
malfunction) starting with the request reception, assigning it to a specific
specialist and down to full failure elimination, closing the request and
including data on works done into the database.
Therefore we and our customers may fully
control and speed up the failure elimination process and plan their work with
higher precision. Beside this, data stored in the system allows precise
estimation of potential failures which may happen to any unit of the managed
system thus minimizing actual failure probability,– explains Tomas Baublys.
According to him, the new system allowed to
reduce the failure elimination time down to 2 hours and ensure reaching 99.8%
general service provision level (defined as SLA - Service Level Agreement).
BS/2 develops and introduces .iQ family
solutions building up on the long term (15+ years) experience gained by the
company and its partners, using the most advanced IT company management
practice ITIL and international ISO 20000 standards.
BS/2
