Haulmont Boosts Technical Support Automation with Okdesk

2021: Okdesk help desk implementation

Haulmont introduced the help desk solution Okdesk. What the solution developer announced on April 12, 2021. This allowed the technical support of the company to organize transparent interaction with B2B clients on issues related to the electronic document management system (SED) of THESIS, and eliminate the loss of applications. Also, thanks to the system, labor and SLA accounting was automated for each client of the implementation and maintenance department of the SED THESIS.

Haulmont has already used the help desk system as part of technical support for its SED THESIS product. However, on its basis, the company failed to create a single platform for working with customers: most of the client applications were recorded in instant messengers and e-mail. Because of this, client appeals were lost. In addition, employees of technical support SED THESIS had to duplicate the application in instant messengers.

To change the situation, the company implemented another help desk system Okdesk. The IT solution met all the requirements of SED THESIS technical support: a simple and convenient interface, SLA accounting and control, the ability to integrate with other systems, instant messengers and IP telephony.

Okdesk has become a single platform for interaction of technical support of SED THESIS with customers. All client requests received by the technical support department by phone, e-mail, in instant messengers are recorded in the help desk system.

In addition, thanks to Okdesk, two channels of customer interaction with technical support SED THESIS have been launched: a client portal and a mobile application. With these channels, customers can form their requests and monitor their implementation. At the same time, in the mobile application, customers can leave voice appeals.

This help desk system allowed the technical support of SED THESIS to automate labor accounting, which minimized the loss of calls and optimized the work of employees. The system also allows you to provide customers with convenient tools for working with applications.

Employees of the technical support department of SED THESIS can now generate reports for customers on work performed for the month, quarter or half year. According to the reports, the client understands what the time was spent on, how many hours of technical support he needs to purchase for the next period.

In Okdesk, it is possible to generate reports and track detailed statistics on the work of the technical support department: how many applications have been completed, how many of them are overdue, who performed these requests, and so on. Based on this information, we calculate quarterly employee bonuses. Such control over the development of each specialist will allow us in the future to create a productive model of monthly bonuses for employees, "said Olga Troshina, head of the support and technical support department of the SED THESIS of Haulmont. - In addition, thanks to Okdesk, our technical support department began to receive much more positive feedback from customers. So, of all the estimates received in three months for completed applications, about 96% are "good," 4% are "normal" and only one is negative.

You can and should earn money on the service. For this to happen, however, companies must make a major shift in both the organizational dimension of support processes and their automation. We note that with the help of our system, an increasing number of companies providing technical support are making such transformations, "commented Kirill Fedulov, Okdesk Development Director.