The service department’s work usually starts in the Message Processing module, which serves to receive customer emails and automatically process them into requests in CDESK. The request is automatically assigned to the responsible employees and added to the list of requests in the Requests module.

Over the request, directly in the system, you can find communication with the customer via discussion (e.g., arranging a date for service intervention) and internal communication (between the request assignee). External communication, e.g., with suppliers, is again handled directly in the request thanks to the Ext-mail function. All communication is thus kept in one place and is not scattered in employees’ email inboxes.

For the recording and management of sold and installed devices, we use the CMDB. The system actively works with the data from these devices. It allows customers and technicians to assign equipment when creating or editing a request. The technician thus knows exactly what the equipment is, its service history, parameters, and attributes. In addition, the company uses Regular Requests to schedule regular service and inspections of these devices.

The service technician enters periodic inspections in CDESK whenever a new equipment is installed, which are automatically notified and assigned to the technicians who have responsibility for the equipment at the time of operation.

Price offers are processed and recorded by ALPHASET in the Offers module. They can be accepted digitally, directly in the system.

If a service is scheduled and a date is agreed upon with the customer, the service coordinator assigns specific time-bound tasks to technicians who can see them directly in the system, in the mobile app, and in their Microsoft or GSuite calendars.

The technicians keep a record of the work performed in Fulfillments, which allows them to make a very comfortable and detailed record of the repair, installation, or service performed, with information about the work done, including photo documentation, materials used, and transportation.

For ALPHASET, we customized the Money S4/S5 interconnection. After the customer has agreed on the fulfillment, an order is created and sent to the linked ERP Money S4/S5 with one click in the request. This received order is then invoiced and the entire invoicing process takes place in Money. The Address Book/Companies module synchronizes customers between the systems thanks to this interconnection, thus eliminating duplication of work.

The Stock module is the icing on the cake of this interconnection. In CDESK, all stock cards from Money are reconciled and selected as stock items on the issue note, which is linked to the fulfillment so that the material used is easily identifiable.

By setting up this process and interfacing the ERP system with the CDESK Service Desk, ALPHASET saves a tremendous amount of manual work and duplicate data entry when invoicing. After the process was implemented, there was almost a 100% reduction in billing errors, a marked increase in productivity, and better transparency for customers.

Insights and reports are an indispensable part of management decision-making. CDESK provides them natively, but also by interfacing with Microsoft PowerBI software.

The most important thing in ALPHASET was to eliminate the paperwork. This was achieved by digitizing the service reports, which were tailor-made to exactly match the required template. The service is completed after the service report is automatically generated and signed by the customer at the point of intervention on the mobile phone or tablet. The service report is then stored in the request and sent to the customer.

Also worth mentioning is the Knowledge Base, where ALPHASET shares manuals, procedures, and other information within the company, which employees can consult whenever they need to.

If you are interested in this case study, please do not hesitate to contact us.