Tonse timafunikira desiki yothandizira

Kuchokera kunja, kutenga pakati pa chitukuko cha mtambo wothandizira desk system mu 2018 sikunawoneke ngati lingaliro labwino kwambiri - poyang'ana koyamba, pali msika, pali zothetsera zapakhomo ndi zakunja, komanso palinso zambiri zodzipangira nokha. machitidwe olembedwa. Kuganiza zopanga dongosolo latsopano mukakhala kale ndi chitukuko chachikulu cha CRM komanso opitilira 6000 "amoyo" komanso makasitomala omwe amafunikira chinthu nthawi zonse ndi misala yazinthu. Koma zinali ndendende zikwi zisanu ndi chimodzi izi zomwe zidakhala chifukwa chomwe tidasankha kulemba desiki yathu yothandizira. Nthawi yomweyo, tidachita kafukufuku wamsika, kuyankhulana ndi omwe tidzakhale nawo m'tsogolo, kuzunza gulu loyang'ana, kuyesa mitundu yama demo ndi chiyembekezo chochepa chomvetsetsa kuti chilichonse chidapangidwa patsogolo pathu. Koma ayi, sitinapeze chifukwa chilichonse choyimitsa chitukuko. Ndipo kupeza koyamba kwa Habr koyambirira kwa Ogasiti kunawonetsa kuti zonse sizinali pachabe. Chifukwa chake, lero ndizongoyang'ana pang'ono - pazowonera zathu zapadziko lonse lapansi pamakina othandizira. 

Pamene thandizo laukadaulo silinagwire ntchito bwino

Zifukwa zomwe zidatipangitsa kuti tilembe desiki yathu yothandizira

wathu Thandizo la ZEDline anaonekera pa chifukwa. Chifukwa chake, ndife opanga mayankho opangira mabizinesi ang'onoang'ono ndi apakatikati, omwe ndi otsogola - RegionSoft CRM. Tidalemba za nkhani za 90 pa Habré, kotero akale akale a malo apadera atha kale kugawanika kukhala odana ndi gulu lothandizira. Koma ngati simunajowinebe ndipo mukumva izi koyamba, tiyeni tifotokozere: iyi ndi pulogalamu yapakompyuta yapadziko lonse ya CRM yomwe imayikidwa pa seva ya kasitomala, yosinthidwa mwachangu kuti ikwaniritse zofunikira zamabizinesi a kasitomala, kuthandizidwa, kusinthidwa, ndi zina zambiri. . Tilinso ndi makasitomala masauzande angapo omwe amafunsa mafunso, kutumiza malipoti a cholakwika, kupempha thandizo ndikungofuna china chake. Ndiko kuti, zopempha ndi zopempha ndi ngolo ndi ngolo yaing'ono. Zotsatira zake, panthawi inayake thandizo lathu lidadzaza, ma headset otentha, mafoni ndi mitsempha, chisokonezo ndi dongosolo la ntchito, zofunika kwambiri, ndi zina zambiri. Kwa nthawi yayitali tidathetsa mavutowa pogwiritsa ntchito kompyuta yathu ya CRM, kenako tidayesa ma tracker osiyanasiyana ndi machitidwe owongolera ntchito, koma zonse zinali zolakwika. Tinazindikira kuti kuti tigwire ntchito moyenera, choyamba tiyenera kupatsa makasitomala athu mwayi wodzipangira okha zopempha (zofunsira) usana ndi usiku ndikuwongolera kukonzedwa kwawo ndi ogwiritsa ntchito pa intaneti. Izi zikutsatira kuti yankho siliyenera kukhala la desktop, koma lochokera pamtambo, lopezeka kuchokera ku chipangizo chilichonse komanso nthawi iliyonse. Tapanga zikhalidwe zingapo zazikulu:

• kuphweka kwakukulu ndi kuwonekera: kugwiritsa ntchito → kuwunikira → kupita patsogolo kwa ntchito → zotsatira
• cloud client portal yokhala ndi kuphweka kwambiri komanso mawonekedwe a mzere: adalembetsa → adalowa → adalemba → adayang'ana → adacheza → okhutira
• palibe kulipira mochulukira kwa ntchito zomwe sitikufuna, monga kuphatikiza ndi malo ochezera, ma dashboard ovuta, makasitomala, ndi zina. Ndiye kuti, sitinafune wosakanizidwa wa desiki yothandizira ndi CRM.

Ndipo tangoganizani, sitinapeze yankho lotere. Ndiko kuti, tidayang'ana mayankho opitilira 20, osankhidwa 12 kuti ayesedwe, adayesedwa 9 (chifukwa chiyani sitingathe, sitinganene, chifukwa chiyani tikukhumudwitsa opikisana nawo, koma pa imodzi mwazo, mwachitsanzo, portal sinayambe - iye. analonjezedwa mu mphindi 5, ndipo ndi pamene anapachika).

Nthawi yonseyi, tinali kuwunika msika ndikuwonera zojambula: kuchokera pamisonkhano yachitukuko, gulu lothandizira ndi otsatsa. Tinaphunzira chiyani ndipo n’chiyani chinatidodometsa pang’ono?

• Ma desiki othandizira alibe ma portal kasitomala - ndiye kuti, kasitomala sangathe kuwona zomwe zikuchitika ndi pulogalamu yake kapena yemwe akugwira nayo ntchito. Pafupifupi mautumiki onse amadzitamandira ndi kuthekera kwa omnichannel (kusonkhanitsa mapulogalamu ngakhale kuchokera ku Odnoklassniki), koma ambiri sakhala ndi mwayi wopeza ntchitoyi mukalowa ndipo mapulogalamu anu akuwonekera. 
• Ma desiki ambiri othandizira amapangidwa molingana ndi zosowa za ntchito ya IT, ndiye kuti, ndi ntchito za ITSM. Izi sizoyipa, koma desiki lothandizira likufunika ndi makampani ambiri omwe ali ndi chithandizo chothandizira (kuchokera ku sitolo yapaintaneti kupita ku malo othandizira ndi bungwe lotsatsa malonda). Inde, mayankho atha kupangidwa mogwirizana ndi mutu uliwonse, koma ndi ntchito zingati zosafunikira zomwe zidzatsatike pamasewera!
• Pali mayankho okhudzana ndi mafakitale am'malo operekera chithandizo pamsika: kuwerengera ndalama ndi kulemba zilembo za zida, ntchito zokonzanso, kuyika malo a otumiza ndi ogwira ntchito. Apanso, kwa makampani omwe siantchito, dutsani.
• Mayankho a Universal omwe angagwirizane ndi zofunikira zabizinesi iliyonse ndi okwera mtengo kwambiri. Chabwino, ndithudi, makonda (mudzamvetsa pambuyo pake chifukwa chake sichinamalizidwe) - ndalama zina. Mayankho akunja ndi okwera mtengo kwambiri pamsika waku Russia.
• Ogulitsa ena amavomereza kulipira nthawi yomweyo kwa miyezi 3 kapena 6; simungathe kubwereka mapulogalamu pogwiritsa ntchito mtundu wa SaaS kwa mwezi umodzi. Inde, amalonjeza kubwezera ndalama "zosagwiritsidwa ntchito" ngati panthawiyi mwaganiza zosiya kugwiritsa ntchito desiki lawo lothandizira, koma izi zokha ndizosautsa, makamaka kwa mabizinesi ang'onoang'ono omwe ndikofunika kuwongolera mosamala ndalama.
• Chodabwitsa kwambiri, ogulitsa desiki ambiri amakana kuwongolera, ponena kuti kunalibe ntchito yotere, kapena kuitumiza ku API. Koma ngakhale mayankho a papulatifomu adayankha kuti, kwenikweni, atha kuthandiza, "koma mungayese nokha - wopanga mapulogalamu anthawi zonse azizindikira." Chabwino, tili nawo, koma ndani alibe ?! 
• Zoposa theka la mayankho ali ndi mawonekedwe odzaza kwambiri ndipo, chifukwa chake, amafunikira maphunziro a ogwira ntchito, popeza zonse zimafunikira kuyendetsedwa mwanjira ina. Tinene kuti mainjiniya atha kuzizindikira yekha m'maola angapo kapena tsiku, koma bwanji za ogwira ntchito osavuta omwe ali ndi ntchito yokwanira? 
• Ndipo pamapeto pake, chomwe chidatikwiyitsa koposa zonse ndikuti machitidwe ambiri oyesedwa akuchedwa modabwitsa! Ma portal amatenga nthawi yayitali kuti apange, kutsegulidwa ndikuyamba kwa nthawi yayitali, mapulogalamu amasungidwa pang'onopang'ono - ndipo izi zili ndi liwiro lolumikizana bwino (pafupifupi 35 Mbps pamayesero). Ngakhale panthawi ya ziwonetsero, makinawo adazizira ndikungotsegula pulogalamu inatenga masekondi asanu kapena kuposerapo. (Mwa njira, apa tinakhudzidwa kwambiri ndi mmodzi wa mameneja a wogulitsa wotchuka, yemwe, atafunsidwa chifukwa chake gudumu lonyamula katundu likuzungulira kwa nthawi yayitali, anayankha kuti ndi momwe Skype imapatsira, koma kwenikweni sizimatero. lendewera). Kwa ena tinapeza chifukwa - malo osungira deta ali kutali ndi Moscow, kwa ena sitinathe kufika pansi pa zifukwazo. Mwa njira, makampani ena opanga desiki othandizira adagogomezera kangapo pazokambirana kuti zonse zimasungidwa m'malo a data aku Russia (zomwe 152-FZ yabweretsa anthu!).

Nthawi zambiri, ndife okhumudwa. Ndipo tinaganiza kuti tifunika kupanga desk yathu yothandizira - yomwe ingakhale yoyenera kwa ife ndi makasitomala athu kuchokera kumadera onse a bizinesi, malo ogwira ntchito, ndi makampani a IT (kuphatikizapo kukonza chithandizo cha makasitomala amkati - chimagwira ntchito bwino kwambiri thandizo kwa oyang'anira dongosolo). Posakhalitsa: pa Ogasiti 3, 2019, tidayambitsa Thandizo la ZEDline - desiki losavuta, losavuta lamtambo lothandizira makasitomala. Pofika nthawi imeneyo, tinali kuzigwiritsa ntchito tokha - izi ndi momwe zikuwonekera tsopano:

Main zenera ndi mndandanda wa zopempha ndi zopempha kasitomala

Kotero ife tinapita ku kupanga

Ndipo nayi ikubwera nthawi yoti tilankhule za Habré pa Habré. Takhala tikulemba mabulogu kwazaka zopitilira zitatu, ndife odziwa zambiri komanso odziwa zambiri - ndiye bwanji osatuluka ndi chinthu chatsopano? Zinali zowopsa pang'ono, koma tidatengabe njira zitatu zoyambirira:

1. Adalemba positi "Thandizo laukadaulo kwa m'modzi ... awiri ... atatu ...»- tidakambirana pang'ono mutu wokonzekera chithandizo chaukadaulo mukampani ndikuyambitsa ZEDline Support.
2. Adalemba positi "Woyang'anira System vs bwana: kulimbana pakati pa zabwino ndi zoyipa?"- adalankhula za ubale wovuta pakati pa manejala ndi woyang'anira dongosolo, ndikukambirana za mutu wopanga chithandizo chaukadaulo kwa kasitomala wamkati.
3. Tidayambitsa zotsatsa pa Google ndi Yandex - muzochitika zonsezi posaka, chifukwa takhala tikukhumudwitsidwa kwanthawi yayitali pama media network. 

Mantha athu adakhala akukokomeza. M’mwezi woyamba tinalandira oposa 50 olembetsa zipata (kunena zowona, sitinakonzekerenso zotsatira zotere), kulumikizana ndi anthu ambiri omwe angakhale makasitomala komanso ngakhale ndemanga zoyamba zotentha komanso zosangalatsa, zomwe zidadziwika makamaka ... kuphweka komanso kuthamanga kwa makasitomala athu. Thandizo la ZEDline. Ichi ndichifukwa chake tidayamba kukhazikitsa ntchitoyi. Tsopano tikugwira ntchito molimbika ndi zopempha, osachepera kudzaza zomwe zatsalira ndikuwonjezera zina.

Maloto amakwaniritsidwa: momwe ZEDline Support ikuwoneka tsopano

Chofunikira kwambiri pamakina aliwonse amatikiti ndi fomu yofunsira. Iyenera kukhala yabwino kwa kasitomala, yosavuta, osakhala ndi zosankha zosafunikira komanso zosokoneza ndipo panthawi imodzimodziyo apereke chidziwitso chokwanira pavutoli kuti wogwiritsa ntchitoyo azitha kugwira ntchitoyo nthawi yomweyo ndikumvetsetsa zomwe zili zolakwika, momwe vutolo lilili. ikuyenera kuwongoleredwa kapena kufunsa zambiri. 

Zotsatira zake, timalandira zopempha zamtundu uwu:

Ndipo chofunika kwambiri, takhazikitsa dongosolo la portal lomwe tikufuna kwambiri. Portal ndi malo omwe munthu amalumikizana nawo pakati pa eni ake a portal ndi makasitomala ake. Ngati mwadzipangira nokha portal, idzakhala ndi URL yapadera, database yake, disk space, etc. Makasitomala anu azitha kulowa patsambali pogwiritsa ntchito ulalo womwe waperekedwa ndikupanga zopempha kapena zopempha, zomwe zimalowetsedwa mu chipika chimodzi, pomwe zimakonzedwa ndi ogwira ntchito (antchito anu).

Kodi kasitomala amapeza bwanji ulalo wa portal yanu? Pokhala ndi desiki yathu yothandizira, mumayika ulalo kulikonse komwe wogwiritsa ntchito angafune kukufunsani funso: patsamba, pamasamba ochezera, maimelo kapena mamesenjala ndi macheza, ngakhale pa widget kapena nkhani ya Habré. Wogwiritsa adina ulalo wanu, amalembetsa mu mawonekedwe a magawo atatu ndikulowa mu pulogalamuyi. Login ndi mawu achinsinsi amabwerezedwa ndi imelo.

Kuphatikiza apo, ogwiritsa ntchito amatha kupanga okha maitanidwe kwa makasitomala kuchokera kuakaunti yawo kuti apulumutse makasitomala ngakhale kungodzaza fomu yaying'ono. Kuyitanira kudzatumizidwa kwa kasitomala ndi imelo, ndipo mawu oitanirawo adzakhala kale ndi zidziwitso zonse zofunika kuti mulowetse portal: URL, login, password.

Atangolembetsa kapena kulandira mayitanidwe, kasitomala amalowa pakhomo, ndikupanga fomu yofunsira polemba zomwe zafunsidwa, ndipo amapeza kopi yake. Thandizo la ZEDline - ndiko kuti, amawona momwe zopempha zake zilili, amatha kupanga ndikuwona mauthenga muzokambirana zamkati ndi wogwiritsa ntchito, akhoza kulumikiza ndikuwona zowonjezera, makamaka, kuyang'anira momwe akuyendera kuthetsa vuto lake. Wogwiritsa amalandira zidziwitso ndi imelo pazochitika zonse, kotero palibe chifukwa chokhala mu mawonekedwe ndikusindikiza F5 kuti musinthe magawo a tikiti. 

Njira iyi yowonetsera mawonekedwe imakulolani kuti mudutse kulembetsa kosavuta ndikufika molunjika, osati kuti mumvetsetse nkhalango ya ntchito. Izi ndizomveka, chifukwa kasitomala amatha kugwiritsa ntchito desiki kangapo (ndipo nthawi zina ngakhale kamodzi) panthawi yonse ya moyo wanu, ndipo palibe chifukwa chomuchulukitsira.

Chilakolako chimabwera ndi kudya, ndipo pamene tinali kupanga mawonekedwe ogwiritsira ntchito ndi makasitomala, lingaliro linabwera lakuti akaunti yaumwini iyeneranso kukhala yomveka, yabwino komanso yokwanira. Izi ndi zomwe adachita: mu akaunti yanu yaumwini mukhoza kukhazikitsa mbiri yanu (ngati ndinu oyendetsa), yambitsani ZEDline Thandizo lokha, kufufuza malipiro, kuyang'ana ogwiritsa ntchito, kukhazikitsa mbiri ndikuwona ziwerengero (ngati ndinu woyang'anira). Apanso, mfundo "yosavuta" imakhazikitsidwa: wogwiritsa ntchito amagwira ntchito m'njira yosavuta kwambiri ndipo izi zimapereka zabwino zingapo:

• sasokonezedwa ndi zigawo zina
• makonda adongosolo ndi ogwirizana
• Woyang'anira ali ndi udindo wolephereka pazokonda
• Zambiri zimatetezedwa kwa ogwiritsa ntchito
• Othandizira amaphunzira kugwira ntchito ndi mawonekedwe otere mwachangu kwambiri (kupulumutsa pamaphunziro + poyambira mwachangu). 

Ponena za maphunziro, polowa kwa nthawi yoyamba, wogwiritsa ntchito amalandilidwa ndi phunziro lothandizira lomwe limayendetsa watsopanoyo kupyolera mu mawonekedwe onse ndikuwuza momwe ZEDline Support imagwirira ntchito. Idzawonetsedwa mpaka mutadina batani la "musawonetsenso".

Zidziwitso zonse ndi mafunso amafunsidwa pamacheza, kuti mutha:

• fufuzani mmene kuthetsa nkhaniyo ikuyendera ndikuyang’anira kusintha kwa zinthu
• kusamutsa (kugawa) ntchitoyo kwa antchito ena popanda kubwereza nkhani yapitayi
• sinthani mwachangu mafayilo ofunikira ndi zithunzi
• sungani zidziwitso zonse za vutolo ndikuzipeza mosavuta ngati zofanana nazo zitachitika.

Pakadali pano, tiyeni tibwerere ku ofesi ya woyang'anira. Kumeneko, pakati pa zinthu zina, pali kukhazikitsidwa kwa imelo kwa zidziwitso, disk space control, ndi zina zotero. Ndipo palinso kulipira - mudzadziwa nthawi zonse, ndalama zomwe zidagwiritsidwa ntchito komanso chiyani.

Kulipira kuli ndi magawo awiri: kulembetsa ndi kuchitapo kanthu. Ndi kulembetsa, mutha kusintha tariff, kuchuluka kwa ogwira ntchito, kukonzanso zolembetsa zanu ndikuwonjezera ndalama zanu pakudina kamodzi. Mukadzabweranso, invoice yolipira imapangidwira inu mwachindunji mu mawonekedwe a ZEDline Support.

Muzochita mutha kuwona ntchito zonse zokhudzana ndi zolipirira ndi ma debit. Mutha kuwonanso yemwe adalipira komanso nthawi yomwe adalipira ndikumaliza ntchitoyo. Mwa njira, kulipira ndi mabonasi pazithunzi sizongochitika mwangozi kapena kuyesa: mpaka September 30, 2019, pali kukwezedwa - mukamawonjezera ndalama zanu, timapereka 50% ya ndalama zowonjezera monga bonasi. Mwachitsanzo, popereka ma ruble 5, ma ruble 000 amawerengedwa kuti ndiotsala. Ndipo pafupifupi zolowera zomwezo zidzawonekera mu mawonekedwe olipira :)

Ndipo inde, popeza pakubwera kulipira: tili ndi dongosolo laulere + atatu olipidwa. Ndipo titha kunena kuti ndife okonzeka kusintha desiki la ZEDline Support kuti ligwirizane ndi zomwe bizinesi yanu ili nayo - pamalipiro anthawi yogwira ntchito kwa opanga mapulogalamu a kampani yathu. Nthawi zambiri timalimbana ndi zosintha za RegionSoft CRM, timalemba mosavuta komanso mwachangu ndikuvomereza zaukadaulo ndikuyamba kugwira ntchito, kotero zomwe takumana nazo zimatilola kupanganso mayankho achikhalidwe. 

Pakalipano, ZEDline Support desk yothandizira ikuphatikizidwa ndi dongosolo lathu la CRM RegionSoft CRM, koma tsopano titha, pa pempho lapadera, kupereka mwayi wopeza mtundu wa beta wa API ndipo, kuwonjezera pa kusintha, padzakhala mipata yambiri yophatikizana. . 

Ndipo potsiriza, tinakwanitsa kukwaniritsa cholinga china chofunika kwambiri kuchokera kumalingaliro athu - kupanga dongosolo mofulumira kwambiri. Pambuyo pake, kuthamanga kwa machitidwe a machitidwe ku machitidwe a wogwiritsa ntchito kumapangitsa wogwiritsa ntchito kukhala womasuka. Ndi chitukuko china cha dongosolo, chomwe sichingalephereke, tidzapereka chidwi chapadera pa liwiro ndikumenyera nkhondo.

Mwachidule, umu ndi momwe zathu zinakhalira Thandizo la ZEDLine - ndikuweruza ndi mayankho ochokera kwa ogwiritsa ntchito oyamba, sitinaphonye.

Ndani akufunika desiki yothandizira ndipo chifukwa chiyani?

Kumayambiriro kwa nkhaniyi, tidanena kuti maofesi ambiri othandizira ndi okhudza IT komanso anthu a IT. Izi zili ndi malingaliro akeake, koma sizolondola kwenikweni. Nayi zitsanzo chabe za omwe ntchito zawo zidzawongoleredwa ndi desiki losavuta komanso losavuta lothandizira.

• Oyang'anira madongosolo omwe amatha kupanga matikiti amkati kuti azigwira ntchito ndi zopempha kuchokera kwa anzawo komanso osathamangira chipwirikiti kuzungulira pansi ndi maofesi, koma amayankha modekha zopempha zaboma (ndiwo umboni wa nthawi yogwira ntchito).
• Makampani othandizira ndi malo othandizira omwe amagwira ntchito ndi zida zosiyanasiyana ndi ntchito zosiyanasiyana kutengera madandaulo a makasitomala.
• Kampani iliyonse yomwe imapereka chithandizo chamakasitomala pafoni komanso kudzera pamacheza - kuti alole kasitomala kupanga funso lake polemba ndikuwongolera momwe ntchito ikuyendera, ndikusunga zopempha zonse pamalo amodzi.

Pali zifukwa miliyoni zolembera kampaniyo m'malo moyimbira foni, zomwe zili zazikulu ziwiri: chizolowezi cholankhulana ndi amithenga apompopompo kudzera palemba komanso mwayi woyambira kuthetsa vuto pa nthawi yogwira ntchito, popanda kubisala m'makona anu. foni komanso osasokoneza anzanu. Ulalo umodzi wapa desiki yanu yothandizira idzakuthandizani kuthetsa mavuto onse a omnichannel, kupezeka, kuchita bwino, ndi zina. 

Masiku ano gulu lathu likugwiritsa ntchito ofesi yothandizira Thandizo la ZEDline yayitali kwambiri (yomwe ili yomveka), ndipo ife, pokhala akatswiri odziwa ntchito zamabizinesi, timasinthasintha malingaliro, kuyang'ana zatsopano, ndipo nthawi zina timatsutsana. Koma lingaliro limodzi limavomereza: ndi yabwino kwa ife, ndi yabwino kwa makasitomala athu omwe amasiya zopempha. Ndipo zakhala zophweka kwambiri kwa othandizira othandizira kugwira ntchito ndi zopempha za ogwiritsa ntchito.

Kampani ikakulitsa chotchinga china, oyang'anira amamvetsetsa kuti sikokwanira kungogulitsa chinthu kapena ntchito kwa kasitomala. Ndikofunikira kulinganiza kuyanjana ndi kasitomala kuti ayese mtundu wa ntchito yogulitsa pambuyo pogulitsa, yolipira kapena yaulere. Muyenera kumenyera kasitomala aliyense ndikuthana ndi kutayika kwa makasitomala okhazikika posonkhanitsa makasitomala ambiri. Ndipo zimenezi zimatheka pogwira ntchito kuti awonjezere kukhulupirika. Choncho, wofuna chithandizo ayenera kuonetsetsa kuti kukhudzana kwake ndi kampani ndi vuto sikudzatayika ndipo sikudzapachikidwa penapake mu kuya kwa antchito, ndipo sikudzadalira umunthu. Ili ndiye vuto lomwe lingathetsedwe ZEDline Support Service.

Source: www.habr.com