Pony Express moved to OMNITRACKER CleverENGINE

FREIGHT LINK (Pony Express brand), a leading national express delivery operator, completed its project on the organization of incident and service request management processes. Automation was based on the CleverENGINE software solution, created by Cleverics powered by OMNITRACKER, developed by OMNINET. The project was organized by the by the procedure of Cleverics Quality Assurance.

The Pony Express project was aimed at solving prevailing tasks of information system operation – increasing the user support quality and implementation of practices for measuring customer service results to enable balanced managerial decisions.

Organization of OMNITRACKER-based incident and service requests management improved the operating efficiency of more than 3,500 internal users of FREIGHT LINK – employees of the Pony Express head office in Moscow and employees of more than 48 branches of the company in Russia and CIS. In conditions of limited human resources around 80% of user requests are taken via electronic communication channels (web interface and e-mail) and automatically redirected into relevant groups. It means, that only 20% of requests the duty operators received at Pony Express are processed by phone, which significantly decreases phone lines workload and enables faster responses to customer requests. Precise control of the request processing procedure and objective evaluation of resource loading, resulting from the automation process, enable identification and measuring of " tight spots" in customer support.

"The OMNITRACKER platform, CleverENGINE software solution, and the Cleverics company are the result of our long and meticulous search in the market of corporate IT Departments automation systems. During this process we evaluated more than 10 solutions from various vendors, taking into account more than 50 functional and process criteria. The project approach of the company implementing the solution, its experience and understanding of differences between the ITIL library processes and real IT processes, were also analyzed. Certainly, the suggested project solutions TCO has also been evaluated," says Andrey Beloborodov, CIO of FREIGHT LINK.

The project on the organization of incident and service requests management processes in Pony Express was organized by the Cleverics Quality Assurance procedure. The idea of the procedure is that the project is done in general by the efforts of the customer's team, and external consultants are engaged only to guarantee the implementation Quality Assurance in order to help with arranging and organization of activities and making the key process decisions. This type of project implementation procedure has been strongly sought after over the last years, especially by SMEs, as IT-managers mostly rely on their own forces and aspire to create an internal process competence center instead of seeking "turnkey" solutions. Such an approach also results in less costs, in comparison to traditional ITSM consulting, by reducing expenses by two or three times through less labor input by the

The project was divided into several stages. Each stage was supported by the Cleverics Quality Assurance procedure, including worksheets for process and automation system design, document templates, and intermediary action plans.

"Despite the relatively low cost, projects implemented in line with the Cleverics Quality Assurance procedure continue to place emphasis on the solution of customers' managerial tasks. In such projects labor effort directed at adjusting automation equipment is relatively small – most of the time and efforts of the project participants are devoted to the provision of process performance and respective employees engagement, provision of control, measuring, evaluation and process improvement. Such an approach delivers significant long-term results," says Dmitry Isaychenko, Consulting Director at Cleverics.

‘The flexibility of the OMNITRACKER platform enables it to fit almost any requirements of any business area. At the same time, the platform's standard functions has already provided broad options for IT processes automation," adds Michael Dobner, CEO of OMNINET Russia and CIS. "Our partner Cleverics is a professional of standing reputation in expanding the functionality of the OMNITRACKER platform and its adaptation to the specific requirements of any kind of business."

The OMNITRACKER-based CleverENGINE software solution was used as an automation product. Less than 10 days were spent on adjusting CleverENGINE, because of its developed and ready-to-use functionality. Training of Pony Express specialists, held as a part of the project, helped them to implement the significant amount of modifications themselves and receive the necessary skills for future the automation system development.

"We can say that our great expectations were fully satisfied upon completion the project, which is just the first stage of IT service automation cycle in our company. Moreover, we can mention the significant flexibility of the system that allows to use it not only in IT service but also for automation of other service subdivisions of the company, as well as individual managerial processes. And we have already received such requests," summarizes Andrey Beloborodov, CIO of FREIGHT LINK. "Thus the implemented project not only helped us to solve the important problems concerning incident management and request of service automation but it also enabled us to lay the foundations of the further IT development and solving the business tasks. At the same time, owing to the Cleverics design brief and the creation of an internal competence center, most of these tasks can be solved now single-handedly by our IT Department, which provides a high flexibility at a low price and perfectly fits the company's IT strategy."

The next stage of the IT processes automation in Pony Express will be devoted to the formalising and automation of the change management process. This project is expected to be implemented with the minimal engagement of external consultants: using the accumulated competence and guidelines, the IT Department management of OJSC FREIGHT LINK intend to perform the necessary work with maximum application of its own resources.

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For more information, please call 7 (495) 517-57-25, e-mail us at info@cleverics.ru or visit www.cleverics.ru.

OJSC FREIGHT LINK (PONY EXPRESS brand, www.ponyexpress.ru) is the leading national operator in the ‘house-to-house’ delivery, packages, and cargo express delivery market. During 20 years of successful operation OJSC FREIGHT LINK has significantly increased its branch network geography. Today the company's services are available in more than 9,000 cities and inhabited localities in Russia and CIS. The company's regional network includes 48 branches and more than 145 representative offices. In Kazakhstan, Armenia and Ukraine PONY EXPRESS is represented by its affiliates. The company delivers correspondence to 218 countries of the world.

Cleverics (www.cleverics.ru) is a company that helps to implement and use Information technology with a high effect and proper risk control and with pleasure. The main areas of activity: building and optimization of IT processes, assessment and audit of IT management, ITSM processes automation, trainings for IT managers.

OMNINET (www.omninet.ru) is a Russian subsidiary of the leading provider of software solutions
for automated IT services based on the recommendations of ITIL in Europe. The company was founded in 1993 in Germany; it has offices in Vienna, Brussels, the Hague and Bern. Since 2007, OMNINET has been actively developing its business in Russia and CIS countries. OMNINET customers include Siemens, Union Investment, Deutsche Telekom, T-Systems, Mercedes-Benz, MICEX, ROLF Group, AvtoSpetsCentreGroup of Companies, Yandex.Money, Bank Saint-Petersburg, Sportmaster, Lenenergo, FOZZY Group, VTB Ukraine, MTI, and Prominvestbank.