Metinvest Business Service continues to expand its digital services to better support business processes and facilitate customer interaction.
The corporate self-service portal has recently been updated with new information for the financial sector, namely the Accounting Operations Department and the Payment Factory. MBS employees and clients can now order special services or reports through the portal.
The new service has a user-friendly menu with a list of services by the main functional areas of the divisions' activities. Application templates are designed to help clients issue their requests in the most accurate and informative way, which makes communication with them easier and more efficient for the contractor. The customer can monitor the status of the application, and the system also provides information on which specialist took it on and when. The system makes it possible to split the functionality of complex requests between different departments and specialists by area. The client monitors every stage of the request processing. The new service will not change the approaches to the provision of daily services and reports specified in the service agreement. It was created to receive atypical requests from clients.
How the project evolved
Oksana Zaremba
The HR function was the first to use the self-service portal at MBS. Their services are currently ordered by 27 of the company's enterprises. The portal presents the most popular areas for employees to contact: health insurance, HR administration, compensation and benefits, organisational planning, training and staff assessment.
The Legal Shared Service Center also has successful experience of interacting with customer companies through the self-service portal. Last year, the lawyers processed more than 55,000 applications. The most common types of consultations requested by clients were in relation to sanctions risks, disciplinary matters and litigation.
The Procurement Services Centre allows customers to order services related to the supply of goods and materials, work with contractors and support for maintenance and repairs through the portal.
Also in August last year, MBS implemented the ordering of services at the Social Services Centre on the basis of the corporate portal. The centre's clients can apply for services such as office space management, business trip support, transport, archiving, document management and work correspondence.
"We are systematically introducing new digital tools to make our processes more efficient and our interaction with our customers more convenient. Last year alone, we implemented 30 function robotization and automation initiatives. Another 40 projects in these areas have been planned for this year. We are glad that from the first day of the portal’s operation, our clients showed curiosity and willingness to use the new tool. High customer satisfaction scores inspire us to further improvement of customer service,” said Oksana ZAREMBA, General Director of Metinvest Business Service.
FACT
In 2023, MBS implemented 30 initiatives for robotization and automation of functions. Another 40 projects in these areas have been planned for this year.
Olena KONDALOVA, Director of HR and Social Affairs, AKHZ:
"A centralized approach to processing any requests is very convenient for both parties. Every month, I create about sixty requests on the self-service portal. Mostly, these are various types of legal advice and HR requests for the preparation of certificates for employees about preferential pension benefits, labour activity and salary. As a customer, I can be sure that my request will not be lost in the mail, as can happen with an addressed request, and thanks to the centralized approach, it will be completed on time. Of course, the service is still being developed and improved, but in general the functionality of the portal is quite simple, and it takes a minimum of time to create a request."
Hanna RUDENKO, leading specialist of Social Affairs Department, CGOK:
"I often turn to social and HR services, and recently I tried to order accounting services through the self-service portal. I like that the specialists quickly process requests; the HR-function requests are often fulfilled to a day. For the area of social services, I have been using the platform since the beginning of its creation; at the end of each month we make requests to close the reporting period. I like that there is a system for assessing the quality of services provided, which encourages employees to quickly and efficiently respond and meet customer needs."
Maksym ROMANCHENKO, head of the working capital management bureau at SeverGOK:
"Using the portal, we order payment instructions from the Main Clearing Centre. Previously, all communications with the centre were through our function: employees of different departments of the plant first sent requests to us, and we subsequently forwarded them to the Main Clearing Centre. Now we have changed the approach. Any customer with an account can directly submit a request using the portal. Direct communication between the customer and the executor speeds up the process, simplifies it and helps to avoid the “broken phone” effect.
