Kuzina automated processes of service maintenance of own restaurants and network of the franchisee using Okdesk system help desk

2020: Implementation of help desk of the Okdesk system

On February 11, 2020 the Okdesk company reported that the network of candy stores Kuzina began to use help desk the Okdesk system. With its help Kuzina increased quality of service maintenance of all institutions, including the franchisee. Now more than 85% of the executed requests on internal technical support have positive estimates.

According to the company, the network of candy stores Kuzina which began as local "history" in Novosibirsk in 2018 took a vector on development using a franchize. It demanded essentially other approaches regarding the organization and process automation of service maintenance.

As well as many in the market initially we used for work chats in messengers. And till a certain moment when in network there were several restaurants, this scheme worked. At the same time from the very beginning under the terms of SLA we had to react to all requests from our points very quickly. For example, if because of some technical issue sales stopped, we had to solve it in 2 hours. In that chaos into which the chat in the messenger periodically turned it was almost impossible to check observance of these terms. Naturally, restaurants were dissatisfied. Nikolay Kazantsev, the head of IT department of Kuzina and New York Pizza told

The situation was complicated by the fact that within active development in the franchize Kuzina wanted to remove all operational questions connected with ensuring operability of a sales point from the partners. To thereby reduce time for return of their investments.

For this Kuzina began search of help desk of a system which would be simple in use, had mobile interfaces, it was ready to scaling and would allow to automate all service processes. Important aspect was also that the program could be started for couple of days. As a result Okdesk became such rule.

For February, 2020 applicants of all restaurants Kuzina, including those that are open on a franchize can address to technical support of confectionery network by e-mail, phone, via the website and mobile application.

Process of distribution of requests by contractors is automated taking into account category of a problem: operation, IT, marketing, etc. Using Okdesk accomplishment of all requests is also controlled and according to the results of their solution from restaurants a feedback gathers. Within active development of network and as much as possible the help to partners it is crucial aspect.

The last 4-6 months prior to implementation we received a lot of negative. Now the opinion on work of support became much better. So, more than 85% of the estimated requests have positive fidbek. Nikolay Kazantsev, the head of IT department of Kuzina and New York Pizza told

Besides, in Okdesk for February, 2020 the staff of related departments resolves business issues which are connected with workforce recruiting, design of price labels, marketing tasks.

In the whole Okdesk it was the convenient tool which allowed to strengthen control and to increase customer service quality of internal support. It in turn helped development of network of the franchisee which for 2019 increased by 21.7%. Nikolay Kazantsev, the head of IT department of Kuzina and New York Pizza told