The «Divo» platform is designed to manage services and automate processes in IT, HR, and other customer departments. It consists of five modules, each responsible for its own direction: the «Divo Portal» module offers a "single window" portal, «Divo Service» is responsible for automation, «Divo Measure» provides convenient dashboards and analytics, «Divo Lingvo» optimizes task processing using neural networks, and «Divo Bot» provides the customer with access to their own chatbot.
Currently, the «Portal», «Service», and «Measure» modules are already in operation at «Basis», and the «Bot» module is being tested. A client portal has been launched based on them, where customers can create requests using ready-made structured forms. A catalog of services has appeared, which are provided to customers in accordance with their chosen level of technical support. Each request from a client for a particular service goes through pre-defined stages, the timing of service provision is controlled, and the notification system ensures that potential problems in the processes are reported.
For «Basis» employees, the «Divo» platform offers task lifecycle management processes, tools for creating visualized reports on key metrics, trends, and performance, allowing data analysis by any parameter available in the system. There is a possibility of flexible platform configuration, for example, you can personalize viewing settings or create ticket statuses for specific needs ("in development", "pending approval", "deferred execution", "awaiting reminder", etc.).
In the future, «Basis» plans to implement the integration of the «Divo» platform with its own AI — a "digital tech lead" — to analyze tickets and automatically provide solutions from the knowledge base. The team's internal tasks will be gradually transferred to «Divo» and integrated with existing processes. This will simplify communication and make the management of strategic technical support tasks more centralized.
Based on the «Bot» module, a chatbot will be launched for the company's clients, which will become the main tool for submitting requests and interacting with technical support, including collecting statuses and communicating without going to the browser. A linguistic module will also appear, which will help in compiling responses for the client, which will improve their quality and reduce the time to solve problems.
«Our Professional Services department is a professional team that is responsible for working with customers. Therefore, we were looking for not just a ticketing system, but a comprehensive solution that could, on the one hand, make it easier for our specialists to perform routine operations, and on the other hand, provide our clients with a high-quality service for prompt interaction with us and quick resolution of emerging issues. The “Lukomorye” ecosystem was able to offer us such a solution and configure it in accordance with the team’s requests,» — commented Denis Romanov, Director of the Professional Services Department at «Basis».
«Thanks to our modular platform, “Basis” received automated request processing processes. Now, some clients will be able to solve their issues independently in a single window format. We flexibly adapt to the tasks of customers and implement our product taking into account their specific needs and characteristics,» — emphasized Arsen Blagov, General Director of the «Lukomorye» IT ecosystem (RTK IT Plus LLC).
The «Divo» platform was previously an independent product and was called ESMP. In April 2025, it officially became part of the «Lukomorye» IT ecosystem and received a new name.