Okdesk helped Prokofa to lower a flow of negative client reviews to zero

2020: Process automation of service and aftersales service

On May 20, 2020 the Okdesk company announced process automation of service and aftersales service in Prokofe company. Using the Okdesk system in the company excluded loss of client requests for technical support, completely passed to mobile exit work and lowered a flow of negative reviews to zero. In the near future Prokof automates collecting of telemetry.

Before automation of technical support the service department Prokofe kept account of client requests in WhatsApp. In a month the department received about 30 - 40 applications from clients and without problems solved them in time.

"With increase in number of coffee machines the number of requests and the reports sent on them, photos and so on increased. As a result we just began to miss information on some. Often it happened that the dissatisfied client called back, and his request still did not even take in hand because it was lost in the history of WhatsApp", 'Anatoly Tyurin, the head of development of business Prokof noted'

To avoid loss of client addresses in the future, the Prokofe company decided to automate service maintenance of coffee machines. For this purpose it implemented the Okdesk system specialized by help desk.

According to the results of implementation all client requests come to Okdesk and are distributed in the automatic mode on exit engineers. Specialists "in fields" receive applications in mobile application and with its help execute all necessary transactions, including applying of photoreports on the done work.

Mobile application helps the engineer or the supplier of coffee to orient quicker in search of the necessary outlet at the food court, the market and in big shopping center. It became possible thanks to account of maintenance entities which the staff of service department Prokofe keeps directly in Okdesk: specify the address and save photos in outlet.

In help desk to a system also account of the most serviced equipment with all history of addresses, requests, breakdowns, etc. is kept. It allows to monitor all movements of the coffee machine, and on the basis of statistics of repairs to reveal specific models and brands which are more long-lasting or on the contrary.

"Earlier clients called and asked why we about them forgot. Returned the equipment with a formulation that is not understood why to rent it if there is no service. And such negative addresses was enough. Thanks to Okdesk, the flow of a negative was reduced almost to zero and we understand a situation with service and logistics in the company better", 'Anatoly Tyurin, the head of development of business Prokof noted'

"Considering growth of the serviced park of coffee machines, we thought of collecting telemetry from the equipment via the external controller. Having connected collecting of these data with Okdesk, we will be able to trace far off a status of devices and preventively to perform their diagnostics and repair. So our clients will never be left without cup of the most tasty coffee", 'Alexander Ivanov, the CEO Prokof noted'

"Development of Internet of Things offers for service companies absolutely new prospects in the level and service quality of the most different infrastructure and the equipment. We aim to propose to the market single solution for automation of all aspects of the post-sale exit service integrated with producers from the most different industries", 'Kirill Fedulov, the development director of Okdesk noted'