EVRAZ is a vertically integrated mining and metallurgical company with assets in Russia, USA, Canada, Czech Republic and Kazakhstan. As one of the leading global steel producers, EVRAZ adheres to the principles and values of sustainable development and integrates them into business processes. Sustainable development is recognized by the company as a key factor in ensuring long-term stability and competitiveness. That is why EVRAZ pays special attention to complaints handling, since it's considered as one of the tools for achieving the high-quality supply services. Feedback on the quality of its goods and services allows the company to run proper analysis of complaint causes and to be fast in eliminating the problems that hinder development.
The Softline team offering vast experience in automating both internal and external business processes, was chosen as an IT partner to create and implement a friendly and high-performance tool for complaints handling. The global provider of IT services has further strengthened its expertise in this area after the company merged with the Aflex Distribution team to form a joint Softline Business Solutions Department. Now this joint department offers the full range of services – from the delivery of Terrasoft Russia solutions to the implementation of turnkey projects.
The Softline team was successful in solving the tasks. For requests collection and support Softline team has implemented and customized the Creatio system taking into account all the requirements of EVRAZ.
"Now EVRAZ customers can handle complaints on a user-friendly self-service portal with the ability to quickly find out and track the current status of complaints at any processing stage. The implemented tools simplify the users work on the portal by automatically filling in the necessary information when processing defect reports,
while the system integration with SAP facilitates working with product nomenclatures and contractor details. A very important thing to note is that the automated business processes allow the staff working with complaints to control the warranty terms,
while their managers can make timely and effective decisions backed by complete and reliable information. Thus, the functionality we have implemented meets all the key requirements of EVRAZ for a new service", says Mark Kalaidov, Head of Terrasoft team at Softline.
"Due to the functionality of Creatio low-code platform we can provide advanced tools for automating business processes, create unique business solutions and develop flexible mechanisms for solving customer problems and accelerate their digital transformation”, explains Alexander Bondarev, Head of BPM team at Softline.
"EVRAZ is committed to continuous improvement in the quality of services provided
to our customers. That's why we needed to create conditions for a competent analysis
of complaint causes for their prompt handling. Softline experts have developed the
unique mechanisms for claims handling according to our requirements, expanding the functionality of Service Creatio platform. We expect that the claims management service will help reduce the risk of information loss and avoid inefficient use of resources. Automation of this process will minimize the risks associated with the human factor
and contribute to the formation of the claims database. Using the new system we can improve the quality and speed of claims processing, as well as the quality of work.
Also I would like to note the flexibility of Softline team during the project, as they demonstrated loyalty to our internal project management standards (Agile). Our plan
is to continue improvements, introduce new services and provide the best quality of service in the market", – outlined his expectations from the new service Dmitry Kleymenov, Lead Manager of Procurement Development Unit at EVRAZ.