Thanks to Okdesk, Korvei engineers save 30 hours of work time per month

2021: Okdesk help desk implementation

Thanks to Okdesk, Corway engineers save 30 hours of work time per month. Okdesk announced this on January 27, 2022.

Medical distributor Korvei introduced to help desk system Okdesk automate service. Thanks to to cloudy IT the solution, the company saves 30 hours of working hours of engineers per month and optimized service processes.

A month, Corway's service department works with more than 40 customer requests for the maintenance and repair of medical equipment. The fleet of serviced equipment as of January 2022 has more than 1 thousand devices of various types.

This is large amount of information what the company's service department received from disparate channels: by phone and, from the e-mail site, from the sales department. Used to control service processes,. Excel 1C

Because of this approach, the company's service department spent a lot of time accepting and processing requests. This negatively affected the reaction time to the applications. To solve these problems, the company implemented a specialized help desk system Okdesk.

Now client requests from different access channels are automatically registered with Okdesk. Customers have the opportunity to submit applications through the client portal. On it, they can monitor the status of the execution of their requests.

Field engineers with the help of a mobile application see the received applications and all information on them: the exact location of the service object, the history of equipment repair, the contact details of the applicant and the check list for tasks.

Thanks to reports that are automatically generated in Okdesk, it became easier for the head of the service department to track the work of engineers, the implementation of KPI. He sees a cut on appeals, who have what applications in the work, their complexity and customer assessment, "said Maya Badmaeva, business analyst at Corway. - In addition, other employees of the company have quick access to the history of service works. This simplifies the preparation of analysis of repair cases and makes it possible to build work with medical institutions depending on the emerging service tasks.