The Megas Vending LLC is a leading vending machine distributor in St. Petersburg, the second biggest city in Russia with more than 7 million population. The company is developing, installing, and servicing vending machines in spaces rented from shops and other public areas. As the number of vending machines serviced increased, Megas Vending moved the technical service from WhatsApp chat rooms to Okdesk. Thanks to Okdesk's Work Order Management Software, Megas Vending's specialists can promptly address business issues that are critical for the company, which reduces the total downtime of broken machines. The company is planning to make the Okdesk solution an important link in the telemetry data collection in the future.
We do a lot about the need to automate the service business & field service nowadays. Here are some numbers to back up our claim. We have obtained these numbers for the IT outsourcing market, but they are somewhat relevant as milestones for service companies in other segments as well.
A field service company has to control the workload and work trips of its field technicians. The objective is simple: to make the fewest trips possible, and to maximize the efficiency of every employee, so there are no idling or overworked field technicians at any given moment. At the same time, the customer's simple infrastructure must be shrunk as much as SLA would allow it if it's applicable.
There is always a shortage of service support workers to receive every incoming call. It's no wonder that the customer service directors apply their best efforts to reduce the volume of incoming calls while maintaining the quality of their service. There are plenty of solutions to address this issue. Let's review the most common ones.
Many industries are using Okdesk for automation of their after-sale, field service and maintenance services. We've asked the representatives of several fleet management integrators (around 10, to be more precise) that implement and service GPS monitoring systems and various telematic equipment to tell us why they needed a help desk in the first place and what they achieved with it. As a result, we collected an exclusive insight from the industry's point of view.
The MONTRANS Group of Companies (GC) has tried many service management tools but has finally opted for Okdesk. In comparison with competitors, the latter allowed for relatively inexpensive automation of complex business processes, reduced redundancy of information, and completely eliminated hard copy paperwork.
We're trying to compile feedback from our customers – service providers, fleet management integrators, field service companies – on how they use Okdesk to address their issues. IT-Service is one of our most active partners; they adopted our helpdesk system and use it in various aspects of their work. Alex Karymov, Director of the group of companies (GC), told us how it works in practical terms.