Geekz Training Center Speeds Up Application Processing with Administrators 24-Service Desk

2022: Administr24-Service desk implementation

The Geekz Training Center has expedited the processing of applications from Admin 24-Service Desk. This was announced on May 30, 2022 by the company Informatics and Service.

Geekz Training Center selects a university and prepares students for the exam. The company was able to allocate areas of responsibility, restore order in tasks and speed up the processing of applications with the implementation of Admin 24 - Service desk.

Geekz lost customers due to the unproductive work of the support service, and the level of dissatisfaction not only among customers, but also among its own employees. Sapport worked inefficiently: the areas of responsibility were shifted, the tasks were not streamlined, time was spent not on solving problems, but on internal proceedings.

Applications were processed for a long time, and the response to the client did not come immediately. With the help of a service desk, it was possible to solve this problem: the reception and processing of applications in the Geekz support service became easier and faster. Thus, it turned out to reduce the number of customer complaints and the level of employee dissatisfaction.

With built-in analytics, the head of department now assesses the quality of each employee and the department as a whole. Adjustments to the work are now made on time, a predictable level of service is provided for customers. The Geekz Training Center's employees noted the following positive changes when they started using Administrators 24 - Service Desk:

• It has become more convenient to process employee and customer requests;
• It is possible to track and analyze requests;
• each employee now clearly knows his/her area of responsibility;
• response time for each application has been reduced.

All information is now stored in one place, and the staff of the training center have constant access to it. In addition, the service desk provided the opportunity to make a decision simultaneously with colleagues, thanks to a discussion within the application.

With the introduction of the service desk, the training center was able to establish the work of the support service and reduce the outflow of customers. The processing of requests became 3 times faster: earlier, the average response time of the manager was 9 minutes, and with "Admin 24 - Service Desk" it was reduced to 3 minutes. At the same time, the number of students terminating the contract decreased by 1.5 times.