"Pomponchik" with the help of Okdesk made the service of its franchise network more transparent

2021: Okdesk help desk implementation

The federal fast food cafe chain "Pomponchik" has introduced help desk Okdesk system to serve its franchise outlets. Thanks to the system, the loss of applications has been ruled out, Pomponchik specialists and contractors with the help mobile application of plan trips in advance and are always in touch to solve problems. In turn, applicants can now control the implementation of their appeals, the company said on June 7, 2021. Okdesk

Earlier, to service their franchise outlets in different regions of the country, specialists from the technical service and IT department of Pomponchik used a cross-platform application accounting system. With the expansion of the network and the growing volume of service requests, the capabilities of the previous solution became insufficient.

In this regard, the company decided to introduce a specialized cloud help desk solution Okdesk. The system made it possible to eliminate the loss of applications and increase the transparency of interaction.

In Okdesk, Pomponchik registers appeals from its franchise outlets. In automatic mode, the system distributes requests for performers. Through the mobile application, visiting performers and contractors receive applications, plan exit routes in advance, and already at the call point work on check lists depending on the type of problem. The mobile application records all correspondence with applicants, photo reports on the work done, etc.

The applicants themselves, thanks to the Okdesk mobile application, can form applications in 24/7 mode, including by voice, monitor their implementation and evaluate the quality of the solution to the issue.

"It is impossible to imagine a developing network of cafes with a large number of objects and field work without a cloud and functional help desk system that supports a mobile interface," said Alexey Shupta, director of IT at Time Is (Pomponchik brand). - In order to ensure the continuous operation of our cafes, we strive to rid them of outdated formats of communications with service services, and make the reaction time and decision of requests minimal, but at the same time as predictable as possible. All this allows us and our colleagues to get a return on investment from each point in a short time. "

"The help desk of the system is far from just about accounting for applications. Modern solutions allow you to achieve competitive advantages for service and retail companies, chain cafes and restaurants. For example, ensure the continuity of sales points, increase the production of field employees. They also provide managed and controlled development of distributed business, as in the case of the federal network of fast food cafes Pomponchik, "said Kirill Fedulov, co-founder and director of business development at Okdesk.