"VkusVill" has implemented a service disk based on the Staq platform to support the activities of office employees

2025

Implement Staq-based service desk to automate internal technical support

The VkusVill brand has introduced a service desk based on the STAQ digital platform in order to automate the company's internal technical support. The system helps office employees quickly solve IT problems and get help when working with equipment. VkusVill announced this on October 7, 2025.

Using the STAQ platform, a tool was created in which all applications were consolidated, allowing you to monitor their implementation and receive transparent reporting. The service desk covers a wide range of tasks - from installing and configuring software to troubleshooting hardware problems. All user requests are now registered in a single system and automatically routed to the responsible specialists.

Initially, the company lacked a unified system for collecting applications. Requests were received separately by phone, by mail and in instant messengers. This led to problems with the processing of employee requests: applications were lost and not completed to the end. There was no clear understanding of how many applications were received from employees and how many technical specialists it takes to process these requests. It was important to optimize the process of processing applications and make it as efficient as possible.

After the introduction of a service desk based on the STAQ platform, the situation has changed dramatically. In addition to the previous communication channels, each employee has a personal account, flexibly configured by technical support specialists. An intuitive interface allows users to leave all the necessary information when applying: select the type of case, describe the problem, attach a file or screenshots.

The personal account has all the options necessary for work: a built-in chat for communicating with a responsible specialist, information about the equipment on the employee, contacts of colleagues, as well as a knowledge base with instructions on typical issues. When you create a purchase requisition, the system automatically proposes suitable articles so that the employee can solve the problem on his own.

In addition, the system supports the request negotiation mechanism. If necessary, it is automatically sent to the employee's manager or person responsible for the case for approval before starting the case. The user can see who agrees the application, at what stage the process is, as well as comments when agreeing or refusing.

As a result of the use of service desk based on the STAQ platform, the efficiency of the company's employees has significantly increased. This happened by reducing the time spent on refining data, storing all information in the system, as well as increasing the transparency of employees for managers.

In addition, the average time to complete the application has greatly decreased, which has reduced the cost of technical support.

We looked at different decisions before we settled on STAQ. Most platforms on the market are boxed solutions that are difficult to adapt to our processes without expensive improvements. The company is developing rapidly, and flexibility is an important criterion for us. We wanted to be able to quickly make changes to processes, reconfigure the system for business tasks without constantly involving contractors. STAQ has become the best solution for us, thanks to minimal dependence on the contractor, ease of implementation and transparent logic for both system administrators and end users, said Denis Borisov, Deputy Head of IT Infrastructure Service "VkusVill."

Previously, applications were left by phone, wrote to the mail or instant messengers, it was difficult to track and not lose anything. Now everything is in one window: applications, correspondence, files, history. It has become easier and faster to work, told Maxim Khorenko., Technical Support Engineer "VkusVill."

We are very pleased that our cooperation with VkusVill has led to an excellent result. The implementation of our platform allowed the retailer to optimize the process of collecting and processing applications, as well as increase the efficiency of employees. Our solution can be useful for other Russian companies working in the field of trade, noted Evgeny Gusev, CEO of Systems IKS, which developed the STAQ digital platform.

Implementation of Staq system to optimize micro-market service

The chain of stores VkusVill optimized the operation of its micro-markets by introducing service using a digital platform. Staq This solution makes the daily visits of merchandisers more transparent, convenient and effective. This was announced by VkusVill on March 24, 2025.

𝓲

Фото: TasteWill

Micro Markets VkusVill - Mini Shop with Ready Food and Healthy snacks, this format implies the absence of employees during the day, payment for purchases is implemented through the self-service cash desk. As of March 2025, more than 500 micro-markets of VkusVill operate in offices and co-working spaces.

Staq system allows you to monitor in real time when and where employees perform tasks, record all stages of work through a mobile application, as well as make photo reports. This not only improves the quality of service, but also helps to quickly solve possible problems.

One of the key advantages is detailed checklists. Thanks to them, merchandisers know exactly what needs to be done at the point, and the process of training new employees has become noticeably faster.

𝓲

Фото: TasteWill

Шаблон:Quote 'author=said Evgeny Khratov, territorial manager of VkusVilla.

Шаблон:Quote 'author=told micromarket merchandiser Tatyana F.

In addition, functional customers can update checklists at any time - new standards are instantly implemented throughout the network without unnecessary delays.

The Staq platform is a Russian development that includes eight solutions in a single ecosystem. In particular, it contains a Field Service Management module, which makes the operation of away teams more transparent and efficient.

Staq helps to improve the control of operational processes in micro-markets, ensuring the proper quality of service and convenience of employees.