"KAMAZ is a Russian automobile manufacturer. Its unified production complex covers all stages of truck production—from design, development, manufacturing, and assembly of vehicles and automotive components to truck sales and service support. The company unites more than 150 organizations in Russia and other countries. The total number of employees exceeds 30,000.
"KAMAZ is a large company with a geographically distributed infrastructure that includes offices, branches, and production facilities. As a result, the IT landscape has become very diverse. KAMAZ's in-house Information and Communication Technology Center (ICTC), whose specialists are divided into departments and service areas, develops the corporate IT infrastructure and supports it.
To improve the IT infrastructure operation and ensure dynamic development following the market needs, the company needed to enforce uniform IT service quality standards and upgrade the key service in due time. In this regard, they decided to engage experts from an outsourcing company for technical support on complex incidents.
Softline was chosen as a partner after a tender for relevant services. Softline made the best offer in terms of cost and service, and its specialists have all the required competencies and experience in technical support and IT outsourcing. In addition, Softline and KAMAZ have a long and productive cooperation history regarding IT projects.
Softline specialists analyzed the customer's requirements to the service level and offered a comprehensive IT infrastructure maintenance service, including expert technical support with a transparent SLA, proactive services, project work capability, and IT staff training.
A detailed regulation governing the interaction between Softline ServiceDesk and employees of the KAMAZ ICTC has been approved to effectively resolve incidents with supported solutions. Requests are received and processed by e-mail, phone, and through the self-service portal. Requests are accepted around the clock. A dedicated service project manager controls the quality of service and the involvement of engineers in incident resolution and design and maintenance works following the agreed service standards.
Besides expert support, Softline also engages certified experts, engineers, and architects to help the customer's IT staff to implement, upgrade, and configure IT services according to the best global IT practices.
"On the Softline side, the project team includes over 15 dedicated experts. They provide support both remotely and at the customer site. In-house service centers in 30+ cities of Russia, as well as the ability to attract specialists in different areas around the clock, enables the resolution of even the most complex incidents in the shortest possible time. Established control processes guarantee compliance with the SLA. The support service handles all sorts of requests: expert assistance with SQL databases or, for example, a request to customize the SharePoint-based internal corporate portal or optimize Microsoft System Center Configuration Manager,"—says Andrey Teslenko, Softline Service Project Manager.
"Expert support and the modernization of key services enables the customer to use IT systems most efficiently, attracting Softline experts to develop technical solutions. All this ensures a unified approach to IT service delivery,"—says Ivan Lashkov, Softline Sales Lead.