CASE STUDY
Renowned IT company
Hello IT has been using CDESK
for over 15 years
CASE STUDY
Renowned IT company
Hello IT has been using CDESK
for over 15 years
6000+
serviced user PCs
4000+
customer requests fulfilled per month
85
minutes of calls per operator per month
2560
remote screen connections per month
from year 2010
Uses CDESK and CM
Hello IT, a.s. (formerly COM Group a. s.), is a Czech company that has been providing its clients with comprehensive IT outsourcing services since 2003, taking care of their IT equipment and organising training sessions. As an experienced partner in IT security and a software solution integrator, the company helps its customers efficiently digitise their operations. COM Group technicians, working from three strategically located service points in Prague, Brno, and Ostrava, manage over 6,000 user PCs. Their expert support and interventions are underpinned by a wide range of knowledge, certifications, and expertise, with team members complementing each other’s skills.
Providing a tailor-made, comprehensive IT services package enables customers to adopt a systematic approach through modern software tools such as CDESK and CM (Customer Monitor). These solutions are key to fulfilling agreed commitments.
Objective
Hello IT (formerly COM Group) is one of the first users of CDESK and CM solutions. From the beginning of the cooperation in 2010, the company has regarded the system as consistently stable. It appreciates the active development of the system, which it can directly influence through real-world feedback.
„New features inspire us to optimise our processes. I would say that CDESK’s rich functionality exceeds our work demands. We are often inspired by CDESK’s new functions during its development and incorporate them into our activities.“
– Radim Krušandl, Head of Technical Department Hello IT(formerly COM Group)
Deployment
Technicians mostly work with the Requests module. This module offers Help Desk support options and helps ensure service provision (Service Desk) at the agreed level. It encompasses technicians’ service activities, manages deadlines, escalations, communication, internal task division, and integrates system components to enhance technician performance.
At Hello IT, they also utilise part of the CDESK Omnichannel, specifically VoIP, which has enabled them to capture and monetise most customer calls. In addition to automated call handling (e.g. extension assignment, ringing order, etc.), CDESK allows for ticket creation (with call recording) with a single click. The call transcript is generated via AI.
[display_dotaznik_counter]
CDESK is known for its well-implemented email communication, managed via the Message Processing module. The system automatically processes incoming emails, assigns them to the correct client, links them to the right assignee, and enables technicians to handle all subsequent communication directly within the request. Both Hello IT and its customers and partners appreciate the clarity, transparency, and ease of tracking messages and attachments.
Fulfilments provide the basis for invoicing. Functionality for automated invoicing of labour, services, transport, and goods is gradually being fine-tuned in the Deals module. Hello IT sees strong potential in this module to accelerate invoice issuance. The automated generation of invoice attachments, providing customers with a detailed overview of fulfilments, flat-rate usage, transport, or sold equipment, is also considered a strong asset. Integration with CM supports work logging, remote access, and connection time tracking on client devices. Hello IT welcomes tools such as stopwatch-based fulfilment recording and the upcoming CDESK ToDo Timer and CDESK Copilot AI assistant, which will support technicians in this process.
Advantage
Hello IT regards the unique combination of CDESK and CM tools – developed, refined, and validated by IT technicians over the years – as its greatest competitive advantage. The cornerstone of this synergy lies in the ease of submitting requests for IT users without the need to log into the system, automatically prompting for a screenshot.
Solution
CDESK Easyclick – The best way to submit requests
The combination of CDESK and CM with just the Easyclick feature would offer only limited assistance to Hello IT technicians in efficiently resolving service and support requests.
With a single web interface, the technician can handle most services remotely, on multiple devices, and even for several clients simultaneously. This greatly enhances their efficiency and ability to serve more users.
With integrated systems like CDESK Service Desk and CM Remote IT Monitoring & Management Tool, Hello IT (formerly COM Group) technicians can:
- Instantly handle a client request with visibility of the device’s online status
- Connect remotely to the client’s screen directly from the request and start troubleshooting, or immediately open device details and access real-time data to identify the issue, including history logs for up to six days
- Automatically maintain an up-to-date database of managed client devices
- Prevent outages by receiving early warnings about potential issues via Watches – IT guardian angels configured via an intuitive wizard, which evaluate parameters such as low server storage space, CPU load with process context, disk SMART parameters, and dozens of other technician-defined alerts
- Use CM’s mass deployment capability to push installations and scripts to remote computers, automating and significantly speeding up technicians’ work while improving customer experience
- Although CM includes backup tools, Hello IT prefers specialised tools for their simplicity and speed despite CM’s functionality
The Projects and Project Deals modules are also available in CDESK. This module is a prime example of how active system development and updates motivated Hello IT to adopt project management within CDESK.
This demonstrates not only the effective system development but also confirms the manufacturer’s key philosophy: to continuously enhance software focused on workflows involving human input, integrate these agendas efficiently, and allow configurations that support functioning processes, improve transparency, and dramatically boost efficiency.
New developments
A major strength of the solution, according to Hello IT, is the collaboration with Inova Logic, particularly the opportunity to provide feedback on new features. The company appreciates system optimisations and the responsiveness of technical support.
Recently, COM Group has observed slower system response times during specific actions at certain times. Their extensive, 15-year-old database does not aid agility. The CDESK and CM support team is actively addressing the issue with a set of optimisations, including database clean-ups, API call improvements, more efficient database usage, enhanced table reading, and resource optimisation. The front-end system is gradually being replaced by a more modern technology offering superior performance.
PowerBI reporting and dashboard support is available to assist with managerial decision-making.
Conclusion
CDESK is a powerful and user-friendly tool, and according to Hello IT, it does not matter whether the company using it operates in IT or any other sector. The solution remains transparent and easy to navigate.
Hello IT recommends CDESK to any service-oriented organisation – whether for comprehensive work management or specialised client support – and to anyone needing a structured internal process management tool. The ability to customise the system’s environment is liberating, as it can adapt to existing company processes without requiring significant changes or interventions.
Requests
Fulfilments
Message Processing
Omnichannel VoIP
Deals
