Okdesk the Accounting system and registration of requests for small and medium service companies

Okdesk — specialized Helpdesk (registration and accounting of requests) + CRM (maintaining the customer base, agreements and history of the relations) the solution for small and medium service companies. Okdesk increases efficiency of engineers and specialists, improves quality of support, reduces outflow of clients at the expense of the built-in instruments of increase in loyalty.

2021: Ready integration with service desk-solutions of federal networks

Okdesk, the Russian developer help desk of systems for B2B-clients, began to offer the list of ready integration with similar programs of large federal networks and reported about it on January 20, 2021. Thanks to it service companies can quickly automate obtaining requests and interaction with Sber, Magnet, X5 Retail Group, Shokoladnitsa and other big customers now.

Now any service company using help desk the Okdesk system can automate without any difficulties interaction with such large network organizations as Sber, the Tape, Adidas, the Magnet, Inditex (the brands Zara, Bershka, etc.), X5 Retail Group, Shokoladnitsa, Burger King, Bizerba, etc. It became possible at the expense of ready integration of Okdesk with service desk solutions which are used by large federal networks.

Thanks to the offered mechanisms the service company will not lose any request from the customer because it will be automatically registered in Okdesk. The address are fixed taking into account all necessary information: description, indication of a sales point or service, priority, standard time of the solution, etc. Such approach allows to provide accomplishment of parameters of the agreement on the level of provision of services (Service Level Agreement, SLA).

Integration with some federal networks allows to automate to service companies and more difficult scenarios of interaction with service of the customer. For example, to provide a full stroke of the solution of the request: file sharing, comments, stages of works, etc.

Many large companies use corporate solutions for management of service processes. But they attract partners to the solution of a huge number of questions on service of the points. However for various reasons customers do not provide to contractors access to the help desk and service desk of a system. It leads to a rupture of end-to-end process and problems in interaction between the service partner and the customer, loss of requests, to non-compliance with SLA, - the co-founder and the development director of Okdesk Kirill Fedulov commented. - Thanks to a set of ready integration of our system service companies will solve a set of problems with programs of customers and minimize manual work at many stages of interaction. First of all they will increase development of the specialists to 30% and will begin to execute up to 100% of requests in time. And large federal networks will receive better service from the partners.

2020

Opportunity for work with QR codes and the check sheets

On July 13, 2020 Okdesk announced release of the next version of Help Desk of a system. It included tens of additional functions and modules for management of exit specialists gained development.

Mobile applications of Okdesk for contractors and applicants can read out QR codes now. It allows clients, the staff of service companies or technical supports to obtain necessary data in couple of clicks or to register the request of rather specific element of infrastructure.

In help desk to a system the module "Check sheets" appeared. He allows to create templates of sets of actions for different categories of requests or within the repeating scheduled-preventive works. Elements the check sheet can be made mandatory: a system will not allow to complete the request without their mark. Exit specialists can work about the check sheets and through mobile application.

Within development of mechanisms of management and control by processes of service and exit service of Okdesk also improved the scheduling module. He allows to estimate loading of employees by the number of the appointed requests and on the total duration of execution of works. In addition to week and monthly planning the afternoon performance is added. Now in Okdesk loading in day of each specific contractor is visually visible. At the same time the mechanism allows to distribute loading in the calendar directly "on the fly". Thanks to it it is possible to increase development on number of the requests executed by employees and engineers, to avoid delays of parameters of the agreement on the level of provision of services (Service Level Agreement, SLA).

One more module which gained development is connected with management of exit engineers. In Okdesk it is possible to distribute requests in the online mode directly on the card taking into account location of the contractor concerning the object address. Now this module allows to see routes of movements of employees within a day for the last 30 days.

Small and medium business catastrophically needs ready reports on a set of operation parameters of the company. Therefore we, on the basis of long-term examination and experience more than 10,000 service companies, prepared set of tens of ready dashbord on all possible metrics and indicators of technical support: from control of SLA and development of employees to assessment of profitability of agreements of service and the analysis of cash flows, - the development director of Okdesk Kirill Fedulov noted.

Ability to integrate with any BI systems and a set of ready reports for Microsoft Power BI

On April 27, 2020 the Okdesk company announced start of integration with any BI system and preparation tens of ready reports on key metrics for Microsoft Power BI.

Tens of ready reports and dashbord were initially developed for the analysis of key indicators of work of service company and technical support in the organization in Okdesk. They helped to analyze channels of registration of requests, to control delays of SLA (Service Level Agreement), to calculate profitability of contracts of support and many other things.

However each company has needs for the analysis of these or those data and the service maintenance processes automated in Okdesk. Therefore developers released the module for integration with BI systems. This mechanism allows to create analytical business reports with any detailing and visualization in the external BI systems on the basis of data of the account Okdesk.

The developer also provided ready reports for Microsoft Power BI which allow to carry out the analysis of key metrics and characteristics in the necessary cuts.

On our polls, about 45% of service companies for analytics of own processes use Excel or do not carry out the analysis at all. Now using Okdesk they had an opportunity to carry out the deep analysis without serious finance costs. The interaction mechanism with BI systems and a ready set of reports in Okdesk for integration into Microsoft Power BI will allow hundreds of our customers from the most different industries to understand even more deeply own business to make it even more effectively, noted the development director of Okdesk Kirill Fedulov

2019

Location-based module

The Okdesk company announced on November 21, 2019 expansion of functionality of the helpdesk-system of the same name the location-based module. It defines location of employees and visualizes their routes.

The module allows to optimize a route of each specialist, appointing to the request of the next to it of the contractor. As a result of the request are executed, by estimates of developers, 30-40% faster, and the company reduces logistic costs of 15-20% and provides to clients higher level of service.

If the customer service keeps account of requests in Excel or e-mail, there is a risk to delay their accomplishment or to lose a part of requests (that inevitably worsens reputation of the company and leads to outflow of clients). It is possible to prevent similar errors using helpdesk-systems.

The geolocation in Okdesk is an opportunity to increase labor productivity of each engineer, to optimize a salary fund of the company and to reduce costs on logistics. The location of employees and the address of requests are displayed on the interactive map so it is possible to appoint to each request easily and quickly specialist who is nearby. In other helpdesk-systems in the Russian market this function is absent or is provided at the most minimum level.

Features of a geolocation in Okdesk:

• Not all addresses of maintenance entities are plotted, and the location-based module will show to the engineer where exactly it is necessary to go;
• The drag-and-drop mode allows the manager to appoint quickly the closest contractor of the request (taking into account his route and loading);
• It is possible to build optimal routes for contractors — it saves time and expenses on the road, allows to execute more requests in one day;
• "The card of requests" can be filtered by different criteria (a priority, request type, the company applicant and so forth);
• On the card planned service requests are also displayed — them it is possible to include in the route passing nearby not to spend time and money for repeated departures to the same area.

Price and conditions

The location-based module is free of charge provided to clients, connected mobile application of the contractor.

Service maintenance quality evaluation module Benchmarking

The Okdesk company announced on July 9, 2019 Benchmarking development of the module of quality evaluation of service maintenance. It is intended for the companies which render technical support services to the clients. For July, 2019 this module is used in work by about 500 organizations. The module is remarkable the fact that it gives to users of a Helpdesk-system from Okdesk the chance to compare important metrics of quality of the services to other companies and leaders of the industry.

"Benchmarking" collects and analyzes a large number of different data, displaying after their analysis in an office of each client:

• mean value of a metrics among all clients of Okdesk (and it already about 500 companies);
• gradation "badly/so-so/well" on the basis of these active accounts;
• the maximum and minimum values according to all accounts (i.e. shows indicators of leaders and lagging behind);
• value of a metrics for each account — that there was an opportunity to estimate quality of the work on averaged data.

Estimate quality and business performance always not easy. Besides, service companies need to prove with deep arguments the cost of the services to customers. "Benchmarking" gives the chance one shot to kill at once two hares. First, with its help it is possible to receive objective assessment of service maintenance "from outside", secondly, if an appreciation — to specify it to the customer as an argument of level of cost of the services. And if assessment leaves much to be desired, it becomes clear what it is possible to work for correction of a situation on — the co-founder of Okdesk Kirill Fedulov told.

All statistics is depersonalized — information on value of metrics of the specific company — the user of Okdesk cannot be recognized. The module collects statistics on different metrics, including development according to requests for one contractor or average quality of service by estimates of applicants.

In process of data storage the developer plans adding of new metrics and filtering by different parameters, for example, depending on the size of the company.

In the whole Okdesk — the solution for automation of all aspects of aftersales service in service companies. As of July, 2019 using Okdesk more than 100,000 companies in Russia and the CIS are serviced.

2015: Features and Okdesk functions

Okdesk is a system of accounting of requests, clients, agreements for small and medium service companies

Key advantages of Okdesk for October, 2015 are:

• Specialized solution.
• Single solution. Help Desk + CRM.
• New quality. Client portal.
• Anything superfluous. A user-friendly and simple interface for contractors and clients.
• Large number of the built-in reports and dashbord.

Okdesk. List of requests

Okdesk. Card of the company

Some Okdesk functions:

• registration of requests through email, by phone, from the configured web form on the website and from the client portal;
• management of requests and distribution of responsibility "on the fly";
• log of actions with the request;
• correspondence according to all requests with contact persons;
• the functional client portal for the company (legal entity) and contact persons — registration and control of accomplishment of requests, comments, attachment of files, etc.;
• maintaining agreements and individual SLA for the client;
• customer interaction history;
• module of accounting of labor costs;
• the module "product directory", allows to keep the price list of works, services and products of the company with a possibility of formation of the final specification within the request.

Okdesk. Product directory and financial specification of the request

Okdesk. Reports and dashborda