Zub.ru website support:
stability without slowing down product growth
Goal
Respond to incidents quickly and scale the solution across 17 Zub.ru clinic-network websites within monthly limits. That meant restoring the business stakeholder’s trust in tech support — without letting support slow product development.
What we did
We built a flexible task assessment and classification system and rethought deadlines. We split workstreams into critical and planned, and introduced SLAs for response and resolution time
Как SLA работает на практике
- Example №1
Faster than the SLA
A stub was missing from the homepage card teasers: users saw an incomplete picture and navigation was broken
Planned parameters:
- Response1 h
- Resolution8 h
Actual:
- Response30 min
- Resolution30 min
- Example №2
Mobile pop-up
In the mobile app the pop-up rendered incorrectly on iPhone 15 Pro Max in Safari and Yandex Browser. Users on those devices did not see the offer correctly
Planned parameters:
- Response8 h
- ResolutionAs agreed
Actual:
- Response10 min
- Resolution9 h 20 min
Growth within support: tasks that strengthened the site
Beyond incidents and outages, support also delivers extra tasks — site improvements and integrations. They follow the same SLA rules: clear timelines, transparent estimates, predictable outcomes
- Example №3
Pop-up analytics
We rolled out Yandex.Metrica analytics on pop-ups: added goals on buttons.
Every interaction is tracked, so the business sees real effectiveness, lead volume, and where users drop off
- Example №4
SEO pages built for conversion
We reworked the layout and content of SEO article pages. For booking conversion we added an author-doctor block with quick booking, a call form, promotions, a tree-style table of contents, a price bar, and an AI link.
The page became a full booking tool
- Example №5
Yandex feeds for online booking
We connected Yandex feeds for online booking: the site sends doctor and schedule data, accepts requests, redirects the client to the booking form, and returns booking info.
As a result the clinic shows up in search where users decide — and gets bookings directly
Work result
The website runs stably: incidents are resolved by the playbook, and every request or issue is logged. Development goes in parallel with support. New tasks follow the same SLA rules: clear timelines, transparent estimates, predictable outcomes
The client gets managed stability and transparent timelines
Here is how the clinic team describes it:
Our website is built on integrations with an internal knowledge base, the MIS, and unique solutions. Challenges come up often, but we are grateful to IT CRON for keeping integrations at a high level and the site running without interruption. In medical and dental services I have not seen products like this — and we are very proud of that
Разрабатываем цифровые решения, которые растут вместе с бизнесом
Mon–Fri, 9:00–18:00 (MSK)