Dobroflot Automates Service Request Management with BPMSoft

Dobroflot Group, one of Russia's largest producers of canned fish and seafood, has automated the management of service requests within its CRM system using the low-code BPMSoft platform (developed by BPMSoft, part of the LANSOFT IT holding's product line). The system was implemented by the company's in-house IT team.

The Dobroflot Group's Unified Contact Center (UCC) provides comprehensive support to the holding's employees across multiple areas: IT services, operational support, and document management. The primary goal of automating UCC management was to improve the efficiency of handling employee requests submitted through various communication channels, including email, phone, chatbots, and a self-service portal.

The service system supports over 4,500 Dobroflot employees, with approximately 1,200 of them actively using IT services. The support team processes several thousand requests monthly, with a record-breaking 4,000+ inquiries logged in October 2024. Requests originate from both onshore offices and offshore facilities, such as large floating bases, fishing vessels, and transport ships. These remote units maintain communication with the service team via phone or email.

First-line support operators handle initial request processing, resolving issues independently or escalating them to the appropriate department within the holding. A structured service request protocol defines deadlines based on priority and complexity. For instance, standard consultations must be completed within three business days, while complex technical issues may require extended resolution times.

To enhance service quality, Dobroflot introduced a performance-based incentive system for support staff. Bonuses are tied to the timeliness and quality of request resolution. Additionally, the company designated a UCC Coordinator to monitor compliance with deadlines and address negative user feedback (1-3 out of 10 points). This role aims to identify dissatisfaction causes and propose improvements.

For performance monitoring and analytics, BPMSoft is integrated with Power BI, enabling real-time tracking of key support metrics (KPIs).

The company also fosters employee engagement in improving UCC operations by regularly hosting contests for service users who actively evaluate services and submit requests. These efforts have increased service satisfaction to an impressive 98%, while strengthening a culture of feedback.

Vyacheslav Matsykha, Head of UCC at Dobroflot Group, stated:

"Automating employee requests through BPMSoft has significantly streamlined our interaction with various company departments. We integrated the platform with external services like Power BI, 1C: Document Management, and Mango Office, enabling efficient task routing directly to the relevant departments handling accounting, HR, and reimbursements. Requests are processed within an optimized environment, and results are sent back to the CRM system to close the inquiry and provide feedback.

Additionally, we introduced quality assessment mechanisms for employees without access to our information systems. After each request, they can provide feedback by sending a rating via SMS. This helps us monitor satisfaction levels and respond promptly to issues raised by both office and frontline staff.

The system also includes modules for handling major incidents, problems, and requests for user documentation. These features allow us to resolve current issues while building a robust knowledge base."

Maxim Ilyukhin, Sales Director at BPMSoft, remarked:

"The Dobroflot project demonstrates how the BPMSoft low-code platform enables rapid and effective automation of key service management processes. Thanks to its extensive integration capabilities and configuration flexibility, Dobroflot's specialists developed a solution tailored to the unique requirements of their remote units and multi-channel request workflows.

This approach has helped the company establish a transparent and reliable system for internal communication. We are proud to support Dobroflot on its digital transformation journey and contribute to its sustainable growth."

Contact Information

Phone: +7 495 070 09 97
Email: info@bpmsoft.ru
Address: 76с1 Butyrskaya Street, Moscow, 127015, Russia
bpmsoft.ru

About BPMSoft

BPMSoft, part of the LANSOFT IT holding, is the developer of its proprietary low-code BPMSoft platform, designed to automate and manage business processes for large and medium-sized companies within a unified digital environment. BPMSoft not only enables rapid automation of CRM processes but also facilitates the launch of diverse client-facing and internal services using low-code development principles.

The platform offers tools for flexible process configuration and customization, ready-to-use business applications for sales, marketing, and service management, industry-specific solutions for finance and pharmaceuticals, as well as connectors and extensions for seamless adaptation to any IT infrastructure.

BPMSoft's partner network includes over 90 companies engaged in platform implementation and the development of custom solutions based on it. The platform's clientele features more than 500 leading organizations across various economic sectors, including IT, finance, retail and wholesale, energy, mining, and real estate development.

BPMSoft is listed in the Russian Software Registry (entry No. 17372) and is included among the 520 IT solutions authorized for use in critical information infrastructure facilities in Russia starting January 1, 2025, in accordance with Presidential Decree No. 166 dated March 30, 2022.

This release was published on openPR.