Support Automation for Russian Retailer, MTS with assyst

Support Automation for Russian Retailer, MTS with assyst

Axios Systems and SITRONICS IT automate operational activities in over 2000 MTS Retail shops


Axios Systems, the world’s leading provider of enterprise IT Service Management (ITSM) solutions and SITRONICS IT, one of the largest system integrators and leading providers of IT solutions and services in Eastern Europe and CIS (Commonwealth and Independent States), announce the successful “go-live” of another stage in their project to automate support for MTS retail shops with assyst.


RTK, the daughter company of OJSC MTS, that manages the MTS retail chain, had enjoyed active growth and needed to streamline business processes and establish automation of everyday operational activities. The main selection criteria for a technological platform to do this included: ITIL® alignment, flexible functionality, short implementation time and the pre-integration of all ITIL® processes in one solution, which had a federated CMDB.


After the selection process assyst by Axios Systems was chosen as the platform that best met the requirements of the customer. SITRONICS IT, with extensive experience in system integration within the telecom industry, was selected as an implementation partner.


The project consisted of several stages, initially with the implementation of Incident Management and Service Request Management. The first “pilot” region was Chernozemje, where initial deployment and testing of assyst was carried out. The system implementation took less than a month and they then went live in more than 2000 MTS retail shops in Russia. By the end of the project, assyst will be implemented in over 3000 MTS retail shops.


As a result, MTS Retail is able to use assyst, not only for IT specialists but also for all the staff of MTS retail shops, who can register their requests, both to the IT and facilities departments, and track their status online through Axios’ self-service web portal, assystNET. This unified system has become an efficient management and control tool for the services responsible for execution of these requests.


Oleg Kostin, IT Director of MTS Retail stated, “As a result of the assyst implementation, we gained an efficient tool for managing the ever increasing number of requests and also benefited from significant cost reduction for operational activities due to standardizing the request fulfilment processes. During the following project phases we plan to switch HR, Finance and Procurement departments onto the system. It will enable us to establish more efficient cross functional co-operation within the company and will speed up the decision making process and operational activities.”


Andros Symeonides, Head of Emerging Markets at Axios Systems, commented, “For us it is very important that our assyst solution supports the business development of organizations such as MTS, and has added to strengthening its retail operations. Thanks to the professionalism of SITRONICS IT, the project was done successfully and within the set timeframes. We’re sure that the choice made by RTK for assyst will strengthen our position in the Russian market.”


Andrey Volodin, General Director of SITRONICS IT, added: “This is not the first project we are doing together with Axios Systems and I’m very happy with the results. Successful cooperation with one of the biggest developers on the ITSM market enables SITRONICS IT to efficiently tackle the tasks set by our key customers and provide the necessary expertise in ITSM.”


About Axios Systems


For more than 25 years, Axios Systems has been committed to innovation by providing rapid deployment of SaaS and on-premise IT Service Management (ITSM) software. With teams in 22 locations globally and over 1,000 successful customer deployments, Axios is a worldwide leader in ITSM solutions.


Axios’s ITSM software, assyst, is purpose-built, designed to transform IT departments from technology-focused cost centers into profitable business-focused customer service teams.


An out-of-the-box solution, assyst enables faster, less costly delivery and support of IT services better than any other enterprise-class ITSM solution, allowing our clients to offer unparalleled multichannel support.


For more information, please visit our website at

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