"Olympus-Service" increased the performance of service processes with the help of Okdesk

2020: Okdesk help desk implementation

On November 2, 2020, the Olympus-Service service company announced that following the implementation of the help desk system, Okdesk reduced overhead costs and optimized the efficiency of technical support and post-project services. This solution also allowed you to provide customers with additional channels for accepting requests and interacting with the service service. Thanks to this, the company optimized the cost of voice service through the phone.

According to the company, as the business developed actively, the management of Olympus Service decided to automate service processes. To do this, the company developed its own system, which at first satisfied everyone. However, over time, the possibilities of the solution became lacking. Because of this, the specialists of the "Olympus Service" had to keep records simultaneously in two systems: their own development and "1C" with time sheets. Such a scheme was inefficient: too much time and labor costs.

In addition, it was financial unprofitable to continue to develop a self-described system: the total costs and risks of dependence on developers were too high. It was decided to implement help desk platform. After testing most of the offers on the market, the company's management chose to. Okdesk

Thanks to the implemented system, Olympus Service specialists now work with applications in a single window. The company has additional channels of interaction with customers:, e-mail self-service portal,, mobile application-. Telegramboat

Cases are automatically distributed according to the configured routing rules. They are received by visiting specialists who are less busy and who are located near the service facility. A full-featured mobile application helps you work in the fields.

With integration with Microsoft Power BI, company executives can track analytics on closed bids. They see how employee productivity changes from month to month, monitor the closing time of applications in order to formulate an adequate SLA for contracts in the future.

Help desk system Okdesk allowed us to optimize efficiency: performance almost doubled, overhead was reduced. In the near future, we plan not only to move to predictable and controlled SLA accounting, but also to introduce an additional motivation system for our employees, because the resulting analytics already allow this to be done. noted Sergey Khlus, CEO of Olympus-Service