Montrans created uniform digital space for customer service based on Okdesk

2020: Creation of uniform digital space for customer service

Montrans created uniform digital space for customer service based on Okdesk. On September 1, 2020 the Okdesk company reported about it. MONTRANS group automated all processes of customer service using Help Desk of the Okdesk platform. It allowed the company to reduce terms of drawing of documents to customers on implementation: now clients receive them at once or next day. Also thanks to the solution of Okdesk MONTRANS completely automated work of exit engineers, and heads received instruments of control of KPI and a business intelligence.

Earlier specialists of department of technical support worked with client requests in the separate systems. They had to create orders in one program, and to fix results of their accomplishment in another. At the same time there was a lot of paperwork with acts.

Besides, heads could not manage exit specialists on a centralized basis. There were no tools for the end-to-end business analysis of processes of service maintenance.

Such situation did not give to the company the chance to continue to raise the service maintenance quality level, saving controllability and organizational structure.

Now all requests on service maintenance are fixed in one system. Several channels are provided to clients for registration of addresses. The portal on which they can interact with MONTRANS according to the requests also became available to them, monitor their accomplishment. Besides, for ensuring transparency of help desk the platform notifies clients on the main activities according to the request, including requests for the actions necessary from their party.

Requests are distributed in the automatic mode depending on load and remoteness of the engineer from a maintenance entity. The exit specialist receives applications in mobile application. In it the engineer builds a route to an object, works about the check sheets and makes final photoreports upon accomplishment. Also in mobile application the employee creates acts and signs them at the customer directly on the screen of the mobile device.

For ensuring end-to-end work on sales, support, management accounting, analytics of technical department, the company integrated Okdesk with AmoCRM, 1C and a BI system.

In the near future we will begin to use dashboards which will help to make operational and tactical decisions on interaction with our clients and to permanent improvement of quality of their service, - the managing partner of MONTRANS Dmitry Zhuravlev noted. - The created uniform digital space based on Okdesk will allow us to increase development according to requests and to provide the guaranteed and controlled terms of the solution of their problems for clients.

During crises and recessions loyal clients - one of key assets of any company. Therefore high-quality aftersales service which provides business continuity of customers along with transparency, is the key to success for the years ahead for service companies. We are glad that our solution is a part of serious changes and large victories, - the co-founder of Okdesk Kirill Fedulov commented.