Iceberg-Union integrated the Okdesk system to automate field service and service processes

2021: Okdesk Implementation

On October 7, 2021, the company Okdesk announced that "" Iceberg Union automated the processes of field service and service, introducing a specialized one. As Okdesk system a result, the work of a staff of several dozen specialists has become more transparent and effective. Iceberg-Union, having integrated IT a solution Service Desk with large customer systems, also greatly simplified interaction with them and 100% ruled out the loss of applications from them.

The Iceberg-Union service service consists of several dozen office specialists and visiting mechanics. The company also has its own fleet and spare parts warehouse to quickly respond to customer problems related to the repair of refrigeration equipment and maintenance of engineering networks at customer facilities.

The IT solution completely eliminates manual data entry from various customer service desk systems by integrating with them.

As part of the digitalization of the work of the field service, a full-fledged mobile workplace is used. Specialists using the Okdesk mobile application not only receive on-line all information about the application and the service object, including the store address, but also mark all operations performed using check lists. Based on the results of performing the tasks on the application, specialists attach photos of troubleshooting and form the necessary closing documents.

Iceberg Union uses a Wialon IT solution to optimize petrol, oil and lubricants costs and reduce time to resolve urgent requests. Using this system, the company also monitors the location of the transport. Based on this information, dispatchers promptly assign applications to Okdesk at the engineers' store closest to the address.

The field service automation and support system is also integrated with "1C" to synchronize information on completed requests outside the subscriber service.

Thanks to Okdesk, our company has the opportunity to analyze and monitor the work of the service service, evaluate the results of transformations. We know how much time passes between status changes, how many applications in general exist in the open state. And therefore, we make decisions reasonably, "said Alexey Silakov, an engineer at the Iceberg Union monitoring service.

High-quality field service cannot be provided in the old way: using e-mail, Excel, CRM systems or instant messengers. Information about the equipment, the location of the engineer relative to the facility, the list of necessary operations for each infrastructure element has too serious impact on the maintenance processes and their profitability. That is why companies are introducing specialized tools to automate the field service, "said Kirill Fedulov, co-founder and commercial director of Okdesk.