November 15, 2011 at 10:01SmartNut - a convenient SaaS system of the Service Desk class
Hi Habr!
Finally, we can announce the official release of the SmartNut system - a convenient Service Desk class system focused on small IT companies whose main business is the provision of IT services to customers (PC subscription services, 1C nicknames, etc.). However, the system is suitable for small IT services.
In this post, more about the capabilities of the system, development plans and prices (spoiler: in a fairly wide range, use is free).
Since SmartNut was created (including) to automate customer service processes, it is possible to store all information about them. A database of contact persons and concluded agreements is maintained for each client.
From the interesting: integration with Yandex.Maps. For each client, you can store several addresses (in the case of several offices) and, if necessary, field service engineers can easily find the address on the map, then print the card and go to the client. According to the reviews of our current customers - there is a lack of integration with popular cards (as usual there is no detail for small cities). Already entered into the plans.
Of course, on the base of customers, contact persons and, looking ahead, applications from them, a search is provided.
SLA (Service Level Agreement) is a service level agreement. It includes many parameters that describe the level of service of a particular client. But in our latitudes, the most common are “Decision Time” and (less commonly) “Reaction Time”. In SmartNut, so far it is possible to track only the time for solving the incident / application / appeal, but soon the reaction time will be realized. For each client, in terms of types of incoming calls, you can set the standard for the solution. The deadline will be calculated automatically depending on the class of customer service (24 * 7, 8 * 5 etc.), standard and date of creation of the application.
By the way, the class of service provides holidays, which SmartNut will automatically track.
Another important point. We do SmartNut not according to theory (ITIL \ ITSM \ CobIT \ ISO 20000), which we are familiar with firsthand. We do many things based on reality and common sense. For example, despite the deadline calculated by SLA, for all types of applications (except for the incident), for each specific application, you can specify a deadline manually.
The key function of SmartNut is the processing of customer requests and applications. There are several ways to create a call: an engineer or an operator in the system and through a web form embedded in the site. In the next 2 weeks there will be an opportunity to read e-mail - in order to create applications that come by email.
Each application can be assigned to an engineer, transferred to another state, leave a comment, etc. Information about all changes is sent to the email of the responsible employee. Nothing supernatural, the usual functional tracking applications.
From the interesting: the application can be put into a pending state (so as not to violate the SLA in situations agreed with the client), and there are also engineers' notifications via SMS (but more on that below).
An interesting feature is SMS alerts. Alerts for events with applications are configured in the system and are sent to recipients in case of changing application status, assigning responsibility for the application, as well as adding a comment.
In addition, we have implemented the ability to send SMS messages with arbitrary text from an employee’s card - in our opinion, this is extremely convenient for communicating with field engineers.
The function works for all CIS countries.
We are making a system development plan with a prospect of only 3 months. We form plans based on our own ideas about the development of the system, and on the basis of the needs of customers (and our vision has never diverged from the vision of customers - unless sometimes priorities differ).
The next quarter is planned:
SmartNut will be distributed only under the SaaS model.
Until February 1, 2012, it is free for everyone (including SMS - they are also free). After February 1, for small IT companies and IT services there will be a fully functional free tariff (including a package of free 500 SMS / month with the possibility of additional purchase). By “small” we mean those where the number of users of the system will not exceed 4 (access of clients to your personal account is not charged).
For all the others, the cost has not yet been determined, but its borders: 200-250 rubles per employee per month.
Briefly: Java, GWT, Postgre SQL, hosting from Amazon. Ask questions about the technologies used in the comments, we will answer.
We will write in detail about the development team, process organization, and other similar things in the next article.
PS Finally, we duplicate the link to the site .
PPS Access to the test account:
Address: dev.smartnut.ru/habratest
Login: habrauser
Password: habratest
This is access to the account of the test company, there is no data there, but you can "click" the buttons. Access with admin rights.
Finally, we can announce the official release of the SmartNut system - a convenient Service Desk class system focused on small IT companies whose main business is the provision of IT services to customers (PC subscription services, 1C nicknames, etc.). However, the system is suitable for small IT services. In this post, more about the capabilities of the system, development plans and prices (spoiler: in a fairly wide range, use is free).
Functions
Customer Information
Since SmartNut was created (including) to automate customer service processes, it is possible to store all information about them. A database of contact persons and concluded agreements is maintained for each client.
From the interesting: integration with Yandex.Maps. For each client, you can store several addresses (in the case of several offices) and, if necessary, field service engineers can easily find the address on the map, then print the card and go to the client. According to the reviews of our current customers - there is a lack of integration with popular cards (as usual there is no detail for small cities). Already entered into the plans.
Of course, on the base of customers, contact persons and, looking ahead, applications from them, a search is provided.
SLA Compliance
SLA (Service Level Agreement) is a service level agreement. It includes many parameters that describe the level of service of a particular client. But in our latitudes, the most common are “Decision Time” and (less commonly) “Reaction Time”. In SmartNut, so far it is possible to track only the time for solving the incident / application / appeal, but soon the reaction time will be realized. For each client, in terms of types of incoming calls, you can set the standard for the solution. The deadline will be calculated automatically depending on the class of customer service (24 * 7, 8 * 5 etc.), standard and date of creation of the application. By the way, the class of service provides holidays, which SmartNut will automatically track.
Another important point. We do SmartNut not according to theory (ITIL \ ITSM \ CobIT \ ISO 20000), which we are familiar with firsthand. We do many things based on reality and common sense. For example, despite the deadline calculated by SLA, for all types of applications (except for the incident), for each specific application, you can specify a deadline manually.
Processing customer requests and applications
The key function of SmartNut is the processing of customer requests and applications. There are several ways to create a call: an engineer or an operator in the system and through a web form embedded in the site. In the next 2 weeks there will be an opportunity to read e-mail - in order to create applications that come by email.
Each application can be assigned to an engineer, transferred to another state, leave a comment, etc. Information about all changes is sent to the email of the responsible employee. Nothing supernatural, the usual functional tracking applications.
From the interesting: the application can be put into a pending state (so as not to violate the SLA in situations agreed with the client), and there are also engineers' notifications via SMS (but more on that below).
SMS alerts
An interesting feature is SMS alerts. Alerts for events with applications are configured in the system and are sent to recipients in case of changing application status, assigning responsibility for the application, as well as adding a comment.
In addition, we have implemented the ability to send SMS messages with arbitrary text from an employee’s card - in our opinion, this is extremely convenient for communicating with field engineers.
The function works for all CIS countries.
Development plans
We are making a system development plan with a prospect of only 3 months. We form plans based on our own ideas about the development of the system, and on the basis of the needs of customers (and our vision has never diverged from the vision of customers - unless sometimes priorities differ).
The next quarter is planned:
- Personal account of the client;
- Mail processing (for correspondence on requests);
- Schedule of engineers loading;
- A bunch of little things focused on improving the usability of already created functionality;
- File storage, for downloading files and reinforcing them to various objects (now only possible for applications);
- We may have time to make an API for integration with external services.
Cost
SmartNut will be distributed only under the SaaS model.
Until February 1, 2012, it is free for everyone (including SMS - they are also free). After February 1, for small IT companies and IT services there will be a fully functional free tariff (including a package of free 500 SMS / month with the possibility of additional purchase). By “small” we mean those where the number of users of the system will not exceed 4 (access of clients to your personal account is not charged).
For all the others, the cost has not yet been determined, but its borders: 200-250 rubles per employee per month.
Technology
Briefly: Java, GWT, Postgre SQL, hosting from Amazon. Ask questions about the technologies used in the comments, we will answer.
We will write in detail about the development team, process organization, and other similar things in the next article.
PS Finally, we duplicate the link to the site .
PPS Access to the test account:
Address: dev.smartnut.ru/habratest
Login: habrauser
Password: habratest
This is access to the account of the test company, there is no data there, but you can "click" the buttons. Access with admin rights.
