In terms of service quality and process maturity, outsourcing & service industry is still in its infancy. But the situation that arose in early 2020 led to the need to actively deploy processes and adapt the business to the new normal. Working more efficiently, especially in times of crisis, gives you a chance to turn the recession into a growth driver for your business and take advantage of the opportunity to gain the market share freed up by the failure of other companies. Of course, this is possible only if we pass through the "turbulence zone" with minimal losses.
A comfortable and well-thought-out shopping mall is an indispensable part of the megacity infrastructure in the 21st century. A modern shopping mall can be compared to an entire city in terms of the number of utilities and communication systems in use, a complex hierarchy of employees and contractors, a variety of tenants, and a huge flow of visitors. How do you automate all service interactions and tenant relationship management in such a "city"?
Almost doubling the chain business is a major challenge for retailers. The Maxi Retail chain managed to cope with it without increasing their staff. They achieved this by optimizing operations through the use of convenient dedicated helpdesk tools that created a shared information space for dispatchers and executors.
A couple of weeks ago, we participated in the «Automation of Telematics Business expert meet-up», held by Gurtam for hundreds of service providers & fleet management integrators around the world. In the face of the pandemic and economic downturn, professionals from all over the world discussed how to address the main issues in the implementation of helpdesk software for service automation, and how to smooth out the negative attitude towards the implementation of solutions and increase the likelihood of successful implementation of business process automation systems including customer support & field service processes.
Apart from Kirill Fedulov, cofounder of Okdesk (leading helpdesk system for service automation & field service), the experts were Milan Suletic, CEO of Codes, consultant and expert in software development, and Fabrice Fotso, CEO of Camtrack, the largest integrator from Cameroon, operating throughout Francophone Africa.
We have collected in this article the key and most important points of the speech.
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.
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.
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.