MAS electrical equipment supply optimized the support service with the help of Admin24 - Service Desk

2022: Customer Support Optimization

The IAU group of companies has optimized the work of the support service with Admin24-Service Desk. This was announced on June 6, 2022 by Informatics and Service.

The company supplies consumables for engineering systems: ventilation, electrical engineering and related services. Initially, they searched for a form to collect requests from customers through their website, and as a result were able to systematize the work of the entire technical support department.

Application Admin24 - Service Desk was found and installed in Bitrix 24.Market, and after a trial period they purchased the full version. Having introduced a service desk, the IAU group of companies opened an additional channel for accepting applications and established interactions between customers and support.

It took a long time to accept applications for technical support before the implementation of the Admin24 - Service Desk: customers contacted by phone and e-mail. There were many requests, and each of them had to be processed manually. Applications were lost, and experts forgot about them due to the large number of tasks set. As a result, customers could refuse the company's services if technical support did not resolve their issue on time.

It was important for the company to have the ability to integrate a service desk with Bitrix 24. They were looking for a system that would log cases and track the process of their execution.

In the group of companies MAC Admin24 - Service Desk is used by 5 users - employees of the technical support department. They directly receive tasks that are automatically created when customers leave a case through a form on the site. This is a useful option for those users who are more comfortable leaving a request, and not calling or writing to the mail.

One of the most convenient and promising functions, according to the company, is automatic task generation in Bitrix 24. In general terms, the process of creating a task looks like this:

• The client leaves a request on the site.
• The appeal comes to the selected e-mail.
• A task in Bitrix 24 is automatically generated.

It was especially useful for the client to be able to group and organize calls from network customers. With the help of Admin24 - Service Desk, the company was able to control its technical support engineers. Now tasks are not lost, and specialists process them on time.

By introducing a service desk, the group of companies was able to:

• open another channel for accepting applications, redistribute them.
• organize the work of the technical support department, speeding up the work of specialists by 3 times.
• Simplify the processing of requests by reducing the number of failures from the company's services by 170%.

The company integrates Admin24 - Service Desk smoothly and carefully: not all customers were transferred to work through the service. But the appeals of those clients who were transferred to work through a service desk have become easier to accept and monitor their implementation.