Big orders, many tasks, limited time. The service department has to deal with this on a daily basis.
Our customer is a market leader in the field of maintaining its customer's office space. After signing a new contract with over 200 shops new challenge occurred. How to be sure that all requests will be handled on time and with the right quality?
After a few internal meetings Customer decided to reorganize their work and decided that they need the tool that contains the functionality of service desk and asset management. Something that provides fast communication between agents and customers and allows to keep track of the tasks. With such requirements, we were contacted.
For us, Customer requirements sounded very familiar. Many companies have a similar problem with reorganizing their internal and external communication. Our answer – Mint Service Desk. We’ve designed the whole process and proposed it to the Customer. The most important thing was to keep things simple (most of the users don’t have wide experience with PC’s,laptops etc.).
That’s why the proposed solution contained keyelements: - Easy to access information - A simple way to create new maintenance requests - Monitoring the current situation thanks to custom reportwidgets At the end Mint Service Desk was configured to support the following process: - Manager of multi-storey stores creates a request In the application, he gives details of the ordered service - Our Customers: Regional Manager receives the notification, analyzes, determines the time, allocates the team and tools to perform the task - After the completion of the order, Quality Manager evaluates the task
After implementation, it was finally possible to start measuring service quality and service delivery. It’s also possible now to setup KPIs which are important for each company which is looking to scale up. Customers clients satisfaction rate increased signifying.