−20%
call handling time
Tutu.ru case. The result of one operator workspace, AI tips and routing.
Popular
BPMSoft Service Management
An omnichannel customer service platform: requests from every channel, SLA control, a self-service portal and an AI assistant in one operator workspace. Built on the Russian low-code BPMSoft platform.
#service#sla#helpdesk
- Channels
- Phone, email, chat, messengers, social media and portal
- Standard
- ITIL / ITSM
- Deployment
- Cloud or on-premises
- Licensing
- From ₽1,925 per user per month (VAT excluded)
/ Interface and video
5 materials/ The cost of poor service
Every lost request means losing a customer and reputation
Without manageable service, response times grow, operators lose track of channels, and leaders learn about a problem from a customer complaint on social media. Figures are from real BPMSoft Service implementation cases.
Before the project, a typical company handles requests manually across several systems: email, telephony, chat and the ticketing system are separate. Operators spend up to 30% of their time switching between them, cannot see customer history and work without AI tips. After an omnichannel platform is introduced, the same teams reduce call handling time by 20%, improve NPS and lower first-line workload through self-service.
Violation scope
Before May 30, 2025
From May 30, 2025
Request channel
Each channel in a separate system
One operator workspace for all channels
Customer history during a request
Unavailable or requires manual search
Full 360° context at the time of the call
Request routing
Manual or through a dispatcher
Automatic, based on rules and workload
SLA control
After the fact, through a summary report
Real time, with triggers and escalations
Standard customer requests
All go to a first-line operator
Closed through the self-service portal and chatbots
Operator tips during a conversation
The operator's experience and memory
Sofya AI assistant with the knowledge base
Workload distribution at peak times
Queueing and lost calls
Flexible queues plus chatbots for standard requests
— Main point —
The effect of a service platform does not come from the number of channels. It comes from operators no longer acting as manual routers, customers no longer repeating their context in every channel, and leaders seeing SLA at the moment of an event instead of in a monthly report. This reduces operating costs and improves NPS at the same time.
+25–40%
share of standard requests handled through self-service
A typical effect of the portal and chatbots: reduced first-line workload.
24/7
availability through chatbots
Round-the-clock handling of standard tasks without expanding the team.
ITIL
compliance with ITSM practices
Incident, problem, change and configuration management (CMDB) follows the industry standard.
/ Where service breaks down
Three common gaps that cause customer loss
BPMSoft Service closes three classic customer-service failures that cost companies loyalty even when operators work conscientiously.
01Channel gap
A customer writes in chat, then calls—and has to start from scratch
Customer-contact channels live in separate systems. Chat is in one tool, telephony in another and email in a third. When a customer switches channels, the operator cannot see the earlier conversation, so the customer has to tell the story again.
— Practice example —
A common pattern in retail, telecom and banking
A customer wrote in website chat, received no answer for two hours and called the contact centre. The operator cannot see the chat and asks them to describe the problem again. The customer complains on social media. By bringing channels into one platform, Tutu.ru reduced call handling time by 20% because customers no longer had to repeat themselves.
How BPMSoft Service Management closes it
- 01All channels (phoneemailchatmessengerssocial mediaportal) are in one operator workspace with shared history.The 360° customer profile shows the context of every previous request
- 02whatever the channel.Routing uses rules that consider workloadcompetence and SLA—without a manual dispatcher.
02Escalation without context
A request goes to second line—and comes back with questions
A first-line operator cannot resolve the request and escalates it to a specialist. Context is transferred in free form or lost altogether. The second-line specialist asks the operator for clarification, and the operator asks the customer. The cycle repeats two or three times and response time grows dramatically.
— Practice example —
A common pattern in B2B service and internal service centres
An employee creates an IT request: ‘VPN does not work’. First line says ‘try restarting’; second line asks for the OS version and logs; the back-end team asks for the device configuration. Each iteration takes a day. A week later the request is still open and the employee works around the issue. The AI assistant and one knowledge base remove this cycle.
How BPMSoft Service Management closes it
- 01Sofya AI assistant suggests a solution based on the knowledge base and history
- 02avoiding escalation.When a request is escalated
- 03the full context is transferred: request historycustomer profileand earlier solutions.The knowledge base and CMDB are linked
- 04so second line immediately sees the infrastructure and related incidents.
03SLA out of sight
SLA is breached—and the team learns about it from a customer complaint
SLAs are defined in the contract but are not monitored in real time. A monthly summary report arrives once a month. By the time a leader sees the decline, there are already hundreds of breaches, customer churn and contract claims.
— Practice example —
A common pattern in B2B, insurance and the public sector
The contract requires a response to critical incidents within four hours. In practice, an operator takes the request, escalates it, and it waits in the second-line queue for three to five days. The breach becomes visible as a penalty on the next invoice. Real-time SLA control with triggers and escalations prevents unnoticed breaches.
How BPMSoft Service Management closes it
- 01SLA is monitored in real time with dashboards by requestteam and product.Approaching-SLA triggers provide automatic escalationleader notification and reassignment.Support for ITIL service agreements: SLAOLAUC. Links to the CMDB and service catalogue support contractual obligations.
/ What the solution does
Omnichannel service in one operator workspace
Four functional blocks that create a manageable service environment—from request to closure and analytics.
01
Service contact centre
One operator workspace with customer identification, conversation scripts, request routing and the Sofya AI assistant during the conversation.
02
Request management and SLA
Registration from every channel, categorisation (incident or request), automatic routing, and real-time SLA control with triggers and automatic escalation.
03
Self-service portal and chatbots
Customers create a request, track status and search the knowledge base. Chatbots close standard requests 24/7, reducing first-line workload.
04
Knowledge base, CMDB and analytics
A structured solution base, infrastructure catalogue and relationship map. Dashboards for NPS, operator KPI, SLA and workload.
/ How it works
The operator sees the whole customer—and resolves the issue in one contact
This is what request handling looks like after BPMSoft Service goes live.
01
A request arrives from any channel
A call, email, chat, messenger, social media or portal. Registration and categorisation are automatic.
02
Rule-based routing
The request goes to the right operator based on workload, competence, language and SLA—without a manual dispatcher.
03
The operator sees the profile and a tip
The 360° customer profile, request history and AI assistant with knowledge-base solutions are all in one window.
04
Resolution and closure
If a request is standard, it is closed on first line. If not, it is escalated with the full context and without repetition.
/ Why implement it
Nine clear results for the customer, operator and business
These are not features but measurable effects for the service team, leader and customer after BPMSoft Service goes live.
01 / 03
3 resultsCustomer experience and NPS
01
Resolution in one contact
The 360° profile and AI tips make it possible to close a request on first line without switching between channels.
02
Shorter response time
Tutu.ru case: 20% less call handling time thanks to one workspace and routing.
03
Self-service 24/7
The portal and chatbots close standard requests without an operator, so customers do not have to wait.
02 / 03
3 resultsControl and management
04
Real-time SLA control
Dashboards and triggers show an SLA breach when it happens, not in a monthly report.
05
Workload visibility and operator KPI
Online analysis of performance, queues and distribution by competence.
06
Automatic escalation
When an SLA threshold approaches or a request becomes critical, it is reassigned and the leader is notified without manual control.
03 / 03
3 resultsOperational efficiency
07
Reduced first-line workload
Some requests move to self-service and chatbots. First line resolves complex cases faster.
08
Process standardisation
Scripts, routes and rules are in one system. New operators become effective in days, not months.
09
Internal service in one environment
HR, IT, finance and facilities work through one portal. Employees do not have to decide which channel to use.
/ Where to use it
External service, internal service and B2B support—on one platform
BPMSoft Service works in several common environments. Start with one, where SLA matters most and the result is easiest to demonstrate.
01
External contact centre
Customer requests from every channel: phone, email, chat, messengers, social media and portal. Identification, scripts, routing and SLA control.
02
B2B support and service contracts
Incident and request management under service contracts. Support for ITIL agreement types: SLA, OLA and UC. Service catalogue and CMDB.
03
Internal service centre
One portal for HR, IT, finance and facilities. Employees do not choose a channel; requests are routed by competence.
04
Field service operations
A mobile app for field teams, work schedules, completion records and connection with the dispatch centre.
How the first stage starts
- 01
Choose the service environment
External centre, B2B support, internal service or field work—where the gap and SLA risk are greatest.
- 02
Connect channels and configure routing
Telephony, email, chat and messengers. Routing rules by workload, competence and SLA.
- 03
Move the knowledge base and templates
Solution base, scripts and response templates. Connected to the AI assistant for operator tips.
- 04
Launch dashboards and SLA control
Real-time visibility of SLA, workload and operator KPI. Triggers and automatic escalation. Data-driven management from the first week.
/ Architecture and platform
The same low-code platform as the entire BPMSoft product line
BPMSoft Service runs on one Russian low-code platform. This means shared integration principles, one role model, one process designer and one extension marketplace with all other BPMSoft solutions.
01
Russian software register and import substitution
Included in the Russian software register. Fully meets import-substitution requirements for regulated industries.
02
ITIL and ITSM compliance
Incident, problem, change, configuration (CMDB) and service-level management (SLA/OLA/UC) follow the industry standard.
03
Sofya AI assistant
Automatic request completion, request assignment, detection of similar texts and operator tips during the conversation.
04
Open API and channels
Ready integrations with telephony, messengers, email and social media. An open REST API for CRM, ERP and accounting-system integration.
05
Cloud or on-premises
Deployment in the vendor cloud, customer infrastructure or a hybrid environment to meet information-security requirements.
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/ Scenarios
What the solution closes in the working environment
Each scenario is a working environment where the solution delivers measurable value.
— Scenario 01 —
Service contact centre
One operator workspace: customer identification, scripts, routing, SLA control and AI tips during the conversation.
— Scenario 02 —
Request management
Registration from every channel, categorisation (incident or service request), routing and deadline control.
— Scenario 03 —
Self-service portal
Customers create requests, track status and find answers in the knowledge base themselves, reducing first-line workload.
— Scenario 04 —
Internal service centre
One environment for HR, IT, finance and facilities. Employees use one portal, while requests are routed by competence.
— Scenario 05 —
Knowledge base and CMDB
A structured solution base, a configuration-item catalogue and a map of service and infrastructure relationships.
/ Related materials
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