Trekmark digitized post-sale customer interaction with assistance of Okdesk

2021: Implementation of help desk of a system

Trekmark LLC automated processes of client support, having implemented help desk the Okdesk system. Announced this Okdesk on February 1, 2021. It allowed the company to exclude loss of addresses and to make customer interaction more transparent thanks to start of the client portal.

The Trekmark integrator develops, makes and services software and the equipment for goods marking. Within several years the company used universal, non-core software products for problem solving, connected with service.

In 2020 marking Fair Sign became obligatory for new groups of goods, and the number of customers of Trekmark many times grew up. The company needed the tool capable to analyze the history of interaction with each client, to monitor observance of agreement requirements about the service layer (Service Level Agreement, SLA), to control and estimate accomplishment of requests, to receive a feedback. The company looked for help desk the system with a user-friendly interface which is not requiring considerable costs for implementation and development and selected Okdesk.

The implemented system fixes and stores all client requests in uniform base. Specialists of Trekmark company estimate, what is the time and forces is spent for repair of a certain equipment, analyze other indicators, important for business, including the speed of reaction and solution.

Also the Okdesk system allowed to provide to clients of Trekmark company a self-service portal. On this resource they can create requests, control their accomplishment, address constantly filled up knowledge base independently to resolve the arising issues.

Using system help desk the division of warranty and post-warranty service of the company analyzes client estimates on accomplishment of requests. It gives the chance to employees to see problem areas of service.

Service, along with development and production of technical solutions for marking, – a core competency of Trekmark. We built work of customer service on international standards, and Okdesk to us helped with it. Using this system we completely automated customer interaction, liquidated defects in service work and increased service quality, - the head of department of Trekmark LLC service Alexander Anikeychik commented.

According to industry researches, more than 50% of service companies in Russia and the CIS lose clients because of low quality of aftersales service. It is obvious that fight for the customer will be won only by those who take serious steps on change of this situation in the company. Professional automation systems, of course, are the integral aspect of the changes directed to improvement of service, - the co-founder and the development director of Okdesk Kirill Fedulov noted.