HDI and Autom Mate Success Story

HDI Insurance completed its corporate formation in a short period of time and offers superior service and new products to its policyholders with its Central Anatolia, Marmara, Aegean, Southern Anatolia, Black
Sea, Mediterranean, Istanbul Regional Directorates, Samsun Regional Directorates and specialized agencies. International AG is part of Talanx AG, Germany’s 3rd largest insurance group, which operates in 150 countries around the world. The headquarters of the group is located in Hannover, Germany. Talanx AG, which includes many brands, operates in approximately 150 countries around the world.

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What was The Problem?

The company faced challenges in ensuring compliance with ISO 27001 inventory ownership regulations, as manual embezzlement processes, IT department oversight, and a cumbersome approval system led to trust issues, errors, missing inventory, and increased workload.

The company faced challenges in their software development life cycle (SDLC) as end users reported errors through ServiceDesk Plus (an ITSM application) instead of Jira, causing disruptions in the maintenance phase, resulting in manual and time-consuming transfers of requests and actions between ITSM and Jira to address these issues and prevent customer dissatisfaction.

Claims were being submitted via email to the F1 application used by HDI Insurance, but they couldn’t be easily tracked or followed up on, creating difficulties for multiple individuals within the same agency who wanted to monitor or inquire about these claims submitted by others.

How Autom Mate Solved It?

Thanks to the full integration of both inventory ownership management and ITSM application with the Jira application in the company, the non-value-added workload on IT employees was completely eliminated, as well as enabling auditors to access the data they need faster during both global and local audits. With the end-to-end integration of manually tracked bug logs, the rate of resolution within the SLA period increased significantly. In addition, thanks to the agency portal integration, confusion about the opened requests and their status was prevented. This has made end users more satisfied with the service they receive.

Vodafone and Autom Mate Success Story

Vodafone Turkey, which is part of the Vodafone Group, one of the largest technology communication companies in the world, operates with the vision of leading the digitalization of Turkey. Leaving 17 years behind in the Turkish market, the company is one of Turkey’s largest international direct investments. Vodafone Turkey serves 24.8 million mobile customers and 1.4 million fixed broadband customers as of the end of the 2022-23 fiscal year.

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What was The Problem?

To increase the quality of the password reset service of the Chatbot application currently used in the institution.

How Autom Mate Solved It?

Users can reset their passwords by forwarding their requests such as “I forgot my password” or “I want to change my password” to the Chatbot currently available within Vodafone. For this process, a 6-digit verification code that reaches the registered mobile phone of the user is used and if the verification process is successful, a random password is generated and the password reset process is completed. If the user’s account is locked, they can reactivate their account by requesting “account unlocking” via the same chatbot. With Autom Mate, the connection between the Chatbot currently used in the institution and Active Directory has been made and it has been integrated with PAM applications to increase sec

Turcas Petrol and Autom Mate Success Story

With a history of 92 years, Turcas Petrol is an oil and energy-focused investment company that participates in leading companies in their sectors. Turcas has structured its operations in two main areas: Fuel Retail and Lubricants and Electricity Production. Shell & Turcas Petrol, a participant of Turcas in the fuel and mineral oils sector, is among the leading companies in the Turkish economy with its network of more than 1,150 Shell-branded stations, fuel terminals, mineral oil production, and marketing activities throughout Turkey.

Turcas Success Story Autom Mate

In our institution, the workload on our Information Technologies employees was very high due to the scattered structure in the embezzlement management process.
We did not have enough time to adapt to a new process that would correct this situation and change our current habits. However, this dispersed structure caused us to experience problems especially in gulation inspections or the inability to perform inspections on time.
At this point, we met Autom Mate

Hasan Ali Kendir

IT Manager

 

Problem Denifition​

Due to the fact that the forms were followed on paper and the signatures of the managers were manual and took a long time, it was very difficult to follow the approval process and was very open to errors and omissions. Due to the burden on the IT department of embezzlement, there were serious deficiencies and gaps in inventory tracking and compliance with the regulation, and sufficient time could not be allocated.

turcas

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… We have automated our approval process
in the SDP application, we currently use. Thus, all processes were gathered under a single roof, and the scattered structure was corrected, and the problems arising from negligence and errors in this process were eliminated. Since this situation provides a great job comfort and ease of follow-up on our Information Technologies employees, we both increased the productivity of our employees and left behind stressful times by preventing any vulnerabilities that may occur
during audits.

Hasan Ali Kendir

IT Manager

 

Solution

Autom Mate  automatically forwards the inventory request, employment entry, and exit forms kept on ServiceDesk Plus to the manager’s approval, and the approval process proceeds completely digitally, and when completed, it automatically
creates a form containing the associated inventory, approval dates, approvers and user information. This form is directly related to the relevant record and thus will never be lost. It can be stored or used by printing on paper when desired.

 

Result​​

The embezzlement management process, which creates a serious work and follow-up burden on the IT department, has been completely digitized, increasing the efficiency of IT and closing a serious gap in audits. Problems arising from negligence and errors during the follow-up of approvals have been completely eliminated.

Improved User Experience
Increased Efficiency​
Integrated Processes​​

FIBA Group and Autom Mate Success Story

Fiba Group was founded by Hüsnü Özyeğin in 1987 with Finansbank, the first investment in the finance sector. While continuing its growth in the finance sector, the Group expanded its range of activities with investments in the financial and asset management sectors. The Group sold Finansbank, its first investment in the finance sector, in 2006 and achieved the highest foreign capital inflow in Turkey’s history up to that time.

Fiba holding Success Story Autom Mate

Companies like ours with crowded employee groups have steps that
routinely occur in employee user transactions, recruitment or dismissal
processes of a new person but cannot be resolved on time. We set out for
our IT department to focus on more value-added work, so we set out to
leave these routine tasks to Autom Mate.

Alper Özerden

IT Manager

Problem Denifition​

IT personnel perform similar operations every time a new employee starts a new job, leaves a new job, or changes a user, and these operations do not add any additional information to the technician. In addition, every operation performed here must be done accurately and immediately because adding a user to the group belonging to the wrong department or closing the account of a user whose account should be disabled immediately after days due to the daily workload causes serious security weaknesses. Due to the workload on the IT department, sometimes the accounts of newly recruited personnel were not opened on time, which caused users to have a negative perception of the institution and the IT department from the first day.

FIBA Holding Success Story
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… The fast and solution-oriented approach of the Autom Mate team enabled us to complete the project process in a short time and adapt easily.

Thus, with Autom Mate, we have digitalised all our entry, exit and information update processes. Our colleagues in the IT department are happy to complete their work with
Autom Mate in a complete and timely manner.

Alper Özerden

IT Manager

Solution

Autom Mate provides user onboarding, offboarding and user logins on ServiceDeskPlus. Automatically process requests for task/department change requests through the necessary approval processes then handles and Active Directory, the required account on Exchange Server, security and distribution group operations, error-free and instant processes automates.

Result​​

User account transactions that create a non-value-added workload on the IT department process is done entirely through Autom Mate, enabling IT staff to provide more value-added provided to support the processes and ServiceDesk notified by Human Resources Based on the Plus registration, user account transactions were fulfilled instantly and error-free. User dissatisfaction caused by accounts that could not be created on time and the insecurity caused by accounts that were not closed on time were completely eliminated.

Improved User Experience
Increased Efficiency​
Integrated Processes​​

Global Fortune 500 Listed Koc Holding and Autom Mate Success Story

Koç Holding, has taken responsibility for many breakthroughs from 1926 to the present, from Turkey’s industrialization to globalization during its journey of nearly 100 years. In addition to its turnover and exports, Koç Group is the biggest conglomerate of companies in Turkey with its share in Stock Exchange Istanbul, the taxes it pays, and the employment it creates. Koç Holding is listed on Fortune Global 500.Koç Holding has leading positions with strong competitive advantages in the energy, automotive, consumer durables, and finance sectors, which offer high growth potential in the long term.

 

Koç holding Success Story Autom Mate

Today’s era, end-users are looking for better, automated, consistent and easy experience on every minute of their working experience, we have made that expectation done with Autom Mate.

Instead of a complicated service catalogue and wait times, we choose an instant serving model with Autom Mate’s Chatbot over Whatsapp.

Tevfik Can Altunsoy


IT Specialist

Why WhatsApp Integration

WhatsApp is a communication tool that is preferred and used by everyone in every field today. For this reason, it is preferred as a communication channel in our business life as well as in our daily life. Users mostly tend to keep their habits. This requirement creates the need for companies to offer WhatsApp as a communication tool to their employees and users.

Problem Denifition​

IT and other business units offers hundreds of services to end users, but users have able to access these services using different application interfaces. Instead of accessing services offered through different application interfaces end users were using old and traditional methods, they lost on crowded and complicated different interfaces.

After a while, end-users couldn’t use the IT and HR Service Catalogue, which was created with great efforts, and in this case the investment of Service Catalog lost its meaning. The time allocated to repetitive services made it difficult to allocate time for the projects that needed to be done to catch up with the era. Even for Password reset request end-users needs to effort for ticket creation, ticket response.  and same stuck in IT side to solve end-user requests.

Koç Holding Success Story
Koc Holding Success Story
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..Since our ITSM solution is used as an ESM platform, we were able to use these services in non-IT departments and present the repetitive and robotized processes specific to their departments to the user experience with Autom Mate over WhatsApp. 

Together with Autom Mate, we have a Digitized and Robotized Service Catalogue. In this way, we have transitioned to time-saving, cost control, improved customer experience, and a predictable service management model.

Tevfik Can Altunsoy


IT Specialist

Solution

With the WhatsApp integration offered by Autom Mate, the 4me application, which is the ITSM / ESM software used in the company integrated with various websites, HR and IT services, API’s and the local intranet. 

End users can easily access all IT and Human Resources services via WhatsApp, without having to use a new channel, and can check the status of problems or requests they have opened before. From the question of “Menu of lunch today” to the “Live Status of KOC HOLDING shares” they can ask and informed instantly.

Result​​

In this way, a happier end-user group created, without changing user habits, without having to use a new channel, and easily access the services offered regardless of location and without having to need of VPN.

The workload of IT and HR business units has been decreased. IT and HR departments has automated their service offering to their end-users with power of Autom Mate’s automation features and collaboration power of integrated Whatsapp. Now we offer automated services to end-users instantly, hassle free and reportable, directly to their cell phones.

Koç Holding Success Story
Improved User Experience
Increased Efficiency​
Integrated Processes​​

Autom Mate & Manufacturing Area Leader Teknorot Success Story

Teknorot is a leading manufacturer of steering and suspension components for passenger cars and light commercial vehicles in the automotive aftermarket industry, with a production area of 190,000 m2 and over 2,700 employees serving the industry globally. The company was founded in 1992 with 100% local capital and continues to operate from its facilities in the Düzce Industrial Zone, which cover a total area of 160,000 m2, including 120,000 m2 of indoor space and a large machine park with more than 2,300 employees.

Embezzlement Management and Alert Service Process

To ensure compliance with the ISO 27001 information security management system and the integrity and reliability of the inventory system, it is essential to perform embezzlement transactions at the beginning, departure, or inventory changes of users in accordance with the inventory ownership clauses. In our company, we have implemented an embezzlement process to meet these requirements, but it is currently being carried out on paper and overseen by the IT department. It is important to note that the embezzlement process is critical for both regulatory compliance and the proper management of the inventory system.


In addition, they were able to instantly monitor all network & system devices and network traffic via the Solarwinds software they used as monitoring software and immediately receive notifications of interruptions and malfunctions in the system via e-mail.

What Was the Problem?​

The approval process was time-consuming and prone to errors and omissions because the forms had to be completed manually and the signatures of the administrators were obtained manually. This process required a lot of effort and was not efficient.

The IT department struggled to handle the burden of embezzlement, resulting in significant deficiencies and gaps in inventory tracking and regulatory compliance. Additionally, e-mail notifications about important outages from the monitoring software were not accessible outside of working hours, causing serious downtime and customer dissatisfaction with systems and services.

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Autom Mate took a big load off the IT team and completely digitized the embezzlement management process. Now we are living the convenience of tracking through a single platform. Also, we were not aware of the critical problems that occurred at night because we needed a night system and network monitoring team. We are instantly informed of critical system interruptions with instant alert service deployed with Autom Mate. Autom Mate’s quick and solution-oriented team made us complete the project process in a short time.

Mennan Oztürk

IT Director,Teknorot

What did Autom Mate Fix?​

Autom Mate automatically forwards the inventory request, employment, and exit forms kept on ManageEngine ServiceDesk Plus to the manager’s approval, and the approval process proceeds completely digitally; when completed, it automatically creates a form containing the associated inventory, approval dates, approvers, and user information. This form is directly related to the relevant record, and thus it will never be lost.
Autom Mate instantly forwards a critical error notification opened in Solarwinds and ServiceDesk Plus to the relevant people by sending a message and call. If it cannot reach the contact, it escalates the call and updates the relevant record by calling the next contact.

Improvements​​

The embezzlement management process, which creates a severe follow-up burden on the IT department, has been completely digitized, increasing the efficiency of IT and closing a serious gap in audits. Problems arising from negligence and errors during the follow-up of approvals have been completely eliminated.
For critical system and network interruptions that occurred at night, a call was made to the relevant regional employee immediately, ensuring that the technical personnel was informed about this interruption and that the downtime was minimized. They are now instantly informed of an outage that occurred at night, and they solve the problem.

  • Real Time Notification
  • Reduce Downtime System Cost
  • Central Management