Denvik passed to a uniform IT landscape and centralized work of technical supports of the branches using Okdesk

2020: Implementation of help desk of a system

IT- the company "Denvik", having implemented Help Desk a system Okdesk, unified work of divisions of technical support of the regional branches. Thanks to the solution specialists can flexibly configure and trace SLA (Service Level Agreement), and heads to control efficiency of each employee of technical support. On June 22, 2020 the Okdesk company reported about it.

In process of business development the Denvik company tried a number of systems for process automation of technical support and aftersales service of the clients. Any solution did not meet the requirements and modern calls of the market.

The business of Denvik distributed and diversified. Therefore the company looked for help desk a system which will allow not only to organize a multi-channel customer support, to configure and trace flexible SLA, but also to unify processes of post-project service in the branches. The Denvik company found all these opportunities in the Russian Okdesk system.

Creation of a uniform IT landscape for processes of support and, as a result, integration with internal systems and services, including telephony, "Bitriks24", "1C:ERP" and other configurations based on 1C was one more important problem of implementing solution.

As a result of Denvik increased employee performance and profitability of processes of service. For example, due to interaction of Okdesk with "1C:ERP" specialists had an opportunity to trace debts according to client service agreements and to quickly make decisions on redistribution of resources on accomplishment of requests. And integration with "Bitriks24" allowed to differentiate areas of responsibility of the second and third support line in terms of work in each of systems without damage of SLA and to terms of accomplishment of completions.

If earlier each of our branches existed separately, then now we integrated them under one head. Process was begun even before Okdesk implementation, but a system helped us to complete it and to automate. As a result we completely refused fixing of engineers to certain regions, and now specialists just select requests from the general queue — the CEO of Denvik Denis Smirnov told.

We note serious progress in approaches to business process automation of representatives of medium and small business. For rendering high-quality support it is already insufficiently simple to register requests or to distribute them on responsible. It is important to have an opportunity to create a common information space which does processes end-to-end and more transparent, so, managed — the co-founder of Okdesk Kirill Fedulov noted.