'Systems Services' increased service quality and automated work of exit employees

On May 13, 2020 it became known that the service company on service of the weight and cash equipment of Khabarovsk Krai of 'Systems Services' increased quality of work with client requests using Okdesk system help desk. Now all requests are registered and processed in the specialized solution, and work of exit engineers and mechanics is automated.

'Systems Services' in the service maintenance market 25 years. During this time the company built effective processes of maintenance. But at the same time there were certain problems with client requests as their accounting and distribution were conducted not in the specialized system, and a modifed configuration of 1C. As a result, addresses were lost, not always executed in time, it was impossible to check and estimate work of contractors.

Special difficulties at 'Systems Services' arose taking into account abnormal requests which emergence could not be predicted. In such cases managers of the company accepted client addresses by phone and wrote them in the paper magazine.

For increase in efficiency of processes of service and exit service of 'Systems Services' implemented the Okdesk system specialized by help desk.

Thanks to Okdesk clients of 'Systems Services' had a possibility of multi-channel interaction with service company, including work by means of the client portal, mobile application, etc.

Using registration of the voice address through mobile application the company does not lose any client request and actually passed to a possibility of fixing of 24/7 tickets.

Integration of help desk of a system with the IP telephony considerably simplified operation of managers and made support really 'personalized' and transparent as all calls by requests register.

Thanks to the implemented system the company of 'Systems Services' optimized work of exit specialists. Now requests are automatically distributed depending on geography of the customer on the contractor who obtains all necessary information in mobile application. In it engineers fix the photoreport on the performed works, write off labor costs and completely log all actions and arrangements by requests.

We aim not just to optimize our processes of exit and aftersales service. Our task - to provide to hundreds of clients really high-quality service which will allow them to reduce idle time in work of a sales point and not to be distracted by technical issues. For this purpose in the company we implement the advanced solutions, such as Okdesk. Systems Services' it was also succeeded to reduce answer time by separate types of requests. It became possible at the expense of ready integration of Okdesk with solutions of producers of the Evotor and Atholl cash registers. The client can send literally to one click the request in technical support directly from the smart terminal, and other addresses are registered automatically on the basis of data of a monitoring system. In such cases already less than in a minute after the address our specialists take the request in hand, - the founder and the CEO of the company of Service Systems Ivan Metelev told