Thanks to Okdesk, SAB increased the number of customer service contracts by 30%

2021: Post-Sales Automation

The service company SAB automated all post-sale service processes by introducing a help desk system from Okdesk, which the latter announced on March 15, 2021. As a result, the company increased the number of subscription contracts by 30% without expanding the staff of the service service and improved the quality of services provided.

The company needed a specialized system that would allow you to keep records of all applications, automatically distribute appeals to field specialists depending on their workload and distance from the service object. It was also important that the system be integrated with other internal IT solutions of the company and IP telephony.

In addition, SAB needed to establish control over the activities of engineers, launch feedback mechanisms, and more accurately analyze the profitability of interaction with each client.

After studying various specialized IT solutions in the market, the company chose Okdesk. Thanks to the Help Desk system, working with customer applications has become more organized and transparent. The company controls the profitability of interaction with the client, in order to offer him to expand the scope of the contract. Thus, the company's engineers stopped performing unpaid work that went beyond the scope of subscriber services.

The help desk system allowed SAB to improve the quality of services provided. Now the only reason for terminating contracts with the company is the client's closure of their own business.

Thanks to help desk system Okdesk we stopped losing applications. They did not sit in the capacity even in the first wave of the pandemic, transferring all employees to home mode of work in literally two hours, "said Anton Golub, CEO of SAB. - For 2020, difficult for all sectors of the economy, we optimized our work and increased the number of subscription contracts by almost 30%. At the same time, the staff of engineers remained the same. And as of March 2021, our efficiency margin is such that without expanding the staff we will be able to increase the number of contracts by another 50%. "

In the automation of technical, post-sale and field service processes, there is a significant potential for increasing the efficiency of the service company. Thanks to a specialized help desk system, the company increases the number of completed applications, increases the profitability of subscriber service contracts and reduces client outflow, "commented Okdesk co-founder Kirill Fedulov.