Okdesk Application Accounting and Registration System for Small and Medium Service Companies

Okdesk is a specialized Helpdesk (registration and accounting of applications) + CRM (maintenance of the client base, contracts and relationship history) solution for small and medium-sized service companies. Okdesk improves the efficiency of engineers and specialists, improves the quality of support, reduces the outflow of customers through built-in loyalty tools.

2021: Ready-made integrations with service desk solutions of federal networks

Okdesk, a Russian developer of help desk systems for B2B clients, began offering a list of ready-made integrations with similar programs of large federal networks and announced this on January 20, 2021. Thanks to this, service companies can now quickly automate the receipt of applications and interaction with Sberbank, Magnit, X5 Retail Group, Shokoladnitsa and other large customers.

Now any service company using the Okdesk help desk system can automate without any difficulties interaction with such large network organizations as Sberbank, Lenta, Adidas, Magnit, Inditex (brands Zara, Bershka, etc.), X5 Retail Group, "Shokoladnitsa," Burger King, Bizerba, etc. This became possible due to the ready-made integrations of Okdesk with service desk solutions that use large federal networks.

Thanks to the proposed mechanisms, the service company will not lose a single request from its customer, because it will be automatically registered with Okdesk. The case is recorded taking into account all the necessary: description, information indication of the point of sale or service, priority, regulatory time of the solution, etc. This approach ensures that the Service Level Agreement () parameters are met. SLA

Integration with some federal networks automates service companies and more complex customer service interaction scenarios. For example, provide a complete cycle of the request solution: exchange of files, comments, work stages, etc.

Many large companies use enterprise solutions to manage service processes. But to solve a huge number of questions about servicing their points, they attract partners. However, for various reasons, customers do not give contractors access to their help desk and service desk systems. This leads to a rupture of the end-to-end process and problems in interaction between the service partner and the customer, loss of applications, non-compliance with SLA, - commented Kirill Fedulov, co-founder and development director of Okdesk. - Thanks to a set of ready-made integrations of our system with customer programs, service companies will solve many problems and minimize manual labor at many stages of interaction. First of all, they will increase the development of their specialists to 30% and begin to fulfill up to 100% of applications on time. And large federal networks will receive better service from their partners.

2020

Ability to work with QR codes and checklists

On July 13, 2020, Okdesk announced the release of the next version of the Help Desk system. It includes dozens of additional functions and modules for managing field specialists have been developed.

Okdesk's mobile apps for performers and applicants can now read QR codes. This allows customers, employees of service companies or technical support services to receive the necessary data or register a request for a specific infrastructure element in a couple of clicks.

The "Checklists" module appeared in the help desk system. It allows you to create activity set templates for different claim categories or as part of repeated scheduled maintenance. Checklist elements can be made mandatory: the system will not allow you to complete the request without marking them. Field specialists can work with checklists and through a mobile application.

As part of the development of the mechanisms for managing and controlling the processes of service and field services, Okdesk has also improved the scheduling module. It allows you to estimate the workload of employees by the number of assigned requests and by the total duration of the work. In addition to weekly and monthly planning, a day view has been added. Now in Okdesk you can clearly see the download inside the day of each specific performer. At the same time, the mechanism allows you to distribute the load in the calendar directly "on the fly." This makes it possible to increase the development of the number of requests made by employees and engineers, to avoid delays in the parameters of the Service Level Agreement (Service Level Agreement SLA ,).

Another module that has been developed is related to the management of field engineers. In Okdesk, you can distribute applications online directly on the map, taking into account the location of the performer relative to the address of the object. Now this module allows you to see the routes of employee movements during the day over the past 30 days.

{{quote "Small and medium-sized businesses are in dire need of ready-made reports on a variety of company parameters. Therefore, based on many years of expertise and experience of more than 10,000 service companies, we have prepared a set of dozens of ready-made dashboards for all possible metrics and technical support indicators: from SLA control and employee development to assessing the profitability of service contracts and cash flow analysis, - said Okdesk Development Director Kirill Fedulov. }}

Integration with any BI systems and a set of ready-made reports for Microsoft Power BI

On April 27, 2020, Okdesk announced the launch of integration with any BI system and the preparation of dozens of ready-made reports on key metrics for Microsoft Power BI.

To analyze the main performance indicators of the service company and the technical support service within the organization, Okdesk initially developed dozens of ready-made reports and dashboards. They helped analyze application registration channels, monitor SLA (Service Level Agreement) delays, calculate the profitability of support contracts, and much more.

However, each company has its own needs for analyzing certain data and service processes automated in Okdesk. Therefore, the developers have released a module for integration with BI systems. This mechanism allows you to generate analytical business reports with any detail and visualization in external BI systems based on Okdesk account data.

The developer also provided ready-made reports for Microsoft Power BI that allow you to analyze key metrics and characteristics in the right slices.

According to our surveys, about 45% of service companies use Excel for analytics of their own processes or do not conduct analysis at all. Now with the help of Okdesk, they have the opportunity to conduct deep analysis without serious financial costs. The mechanism of interaction with BI systems and the ready-made set of reports in Okdesk for integration with Microsoft Power BI will allow hundreds of our customers from various industries to further understand their own business in order to make it even more efficient. noted Okdesk Development Director Kirill Fedulov

2019

Geolocation module

Okdesk on November 21, 2019 announced the expansion of the functionality of the eponymous helpdesk system with a geolocation module. It locates employees and visualizes their routes.

The module allows you to optimize the route of each specialist by assigning an executor closest to it to the application. As a result, applications are completed, according to developers, faster by 30-40%, and the company reduces logistics costs by 15-20% and provides customers with a higher level of service.

If the service desk keeps records of requests in Excel or e-mail, there is a risk that they will be late or lose some of the requests (which inevitably degrades the company's reputation and leads to an outflow of customers). You can prevent such errors using helpdesk systems.

Geolocation in Okdesk is an opportunity to increase the productivity of each engineer, optimize the company's salary fund and reduce logistics costs. The location of employees and the addresses of applications are displayed on the interactive map, so that you can easily and quickly assign a nearby specialist to each application. In other helpdesk systems on the Russian market, this function is absent or presented at the lowest level.

Features of geolocation in Okdesk:

• Not all addresses of service objects are mapped, and the geolocation module will show the engineer exactly where to go;
• The drag-and-drop mode allows the manager to quickly assign the nearest applicant (taking into account its route and load);
• You can build optimal routes for performers - this saves time and travel costs, allows you to complete more applications in one day;
• "Application card" can be filtered according to various criteria (priority, application type, applicant company, etc.);
• The map also displays planned service calls - they can be included in the nearby route so as not to waste time and money on repeated trips to the same area.

Price and conditions

The geolocation module is provided free of charge to customers who have connected the contractor's mobile application.

Benchmarking Service Quality Assessment Module

Okdesk on July 9, 2019 announced the development of a Benchmarking service quality assessment module. It is intended for companies that provide technical support services to their customers. As of July 2019, this module is used by about 500 organizations. The module is notable for giving users of Okdesk's Helpdesk systems the ability to compare important metrics of the quality of their services with other companies and industry leaders.

Benchmarking collects and analyzes a large number of different data, displaying after their analysis in the office of each client:

• the average metric value among all Okdesk customers (and this is already about 500 companies);
• "bad/medium/good" gradation based on active account data;
• maximum and minimum values ​ ​ for all accounts (that is, demonstrates the indicators of leaders and laggards);
• metric value for each account - so that it is possible to assess the quality of your work from the averaged data.

Assessing the quality and efficiency of a business is always not easy. In addition, service companies need to reasonably justify the cost of their services to customers. "Benchmarking" makes it possible to kill two birds with one shot at once. Firstly, with its help you can get an objective assessment of service "from the outside," and secondly, if the rating is high, indicate it to the customer as an argument to the level of cost of their services. Well, if the assessment leaves much to be desired, it becomes clear what can be worked on to correct the situation, - said the co-founder of Okdesk Kirill Fedulov.

All statistics are depersonalized - it is impossible to find out information about the value of the metrics of a particular company - Okdesk user. The module collects statistics on various metrics, including the development of applications per performer or the average quality of service according to applicants' estimates.

As data accumulates, the developer plans to add new metrics and filter on various parameters, for example, depending on the size of the company.

In general, Okdesk is a solution for automating all aspects of post-sales service in service companies. As of July 2019, Okdesk serves more than 100,000 companies in Russia and the CIS.

2015: Features and features of Okdesk

Okdesk - system of accounting of requests, customers, contracts for small and medium-sized service companies

The key advantages of Okdesk for October 2015 are:

• Specialized solution.
• Single solution. Help Desk + CRM.
• New quality. Client Portal.
• Nothing extra. A convenient and simple interface for performers and customers.
• A large number of built-in reports and dashboards.

Okdesk. List of applications

Okdesk. Company card

Some features of Okdesk are:

• Registration of applications via email, telephone, customized web form on the site and from the client portal.
• management of applications and distribution of responsibility "on the fly";
• log of actions with the application;
• correspondence on all applications with contact persons;
• functional client portal for the company (legal entity) and contact persons - registration and control of the execution of applications, comments, attachment of files, etc.;
• Maintain contracts and individual SLAs for the customer
• Customer interaction history
• labor accounting module;
• product catalog module, allows you to maintain a price list of the company's works, services and products with the ability to form a final specification within the request.

Okdesk. Product Catalog and Purchase Requisition Financial Specification

Okdesk. Reports and dashboards