New Automated Control System for Melston-Service

Melston-Service Company has developed and launched a new Automated Control System for Service System (SS ACS Melston-Service).

Apart from automation of processes of receiving, processing, transfer, and fulfillment of requests, this system will offer the clients the possibility to reduce costs for dispatching requests for service, as well as to speed up the process of fulfillment of the same.

The system operates as follows: in the event of a fault at a fuel filling station, the administrator shall send the request to the united information center Melston-Service using any available means (by phone, e-mail, or via the SS ACS personal account). When received, the request shall be automatically re-addressed to the mobile team Melston-Service, which is the nearest to the place of accident, or is on duty in this area. After completion of repairs, the serviceman shall report of completion of works and fulfillment of the request via the mobile interface of the smartphone, thus transferring all required and relevant information to the office straight from the station.

In the coming months, Melston-Service is planning to develop new automations within this project to arrange electronic exchange of completion documents between Melston-Service and clients of the company. All reports and analytical documents concerned with service and repairs will be available for the customer in its personal account.

Balyakin Andrey, IT Director of Melston, Group of Companies, comments on the innovation as follows, “We have created this system to let the Company Melston-Service move to a radically new level in terms of competition and client support due to automation of business processes of dispatching and rendering maintenance service. Currently, few companies may boast of total control of SLA in terms of requests for service, availability of mobile teams allocated by areas all over Russia and CIS countries, which receive online and from the “fields” via mobile devices the information required under requests and client applications, and of access to databases of equipment and scheduled and completed works by fuel and filling stations and gas stations. Besides, our system allows for handling requests in autonomous mode, after all, even without dispatchers involved, any of them will be immediately assigned to a service expert authorized to perform professional repairs as soon as possible.”