Case study
How we helped PcProfi solve 3500 requests per year
The transition to a unified CDESK platform allowed the PcProfi team to streamline the management of thousands of tickets and ensure transparent invoicing for their clients.
Name:
PcProfi, s.r.o
Industry:
IT
Headquarters:
Prešov
Size:
25 zamestnancov
Deployment:
YEAR 2024
Description: PcProfi provides comprehensive supply and complete service of computer technology to businesses, institutions and households. Their goal is to advise and implement information technologies and design promising solutions.
What results has CDESK achieved?
Before CDESK
With CDESK
- Separate systems
- Central platform for request management
- Weak overview of the use of the flat rate for invoicing
- Documents for invoicing
- Disparate view of customer needs
- Overview of managed devices, infrastructure, and contracts
“We have been registering the need to move the registration of orders and worked time of our employees to one space for a long time. CDESK has met all expectations in this.”
Mgr. Ivana Majorošová, assistant to the CEO
Smooth deployment
The implementation of CDESK took place in close cooperation between PcProfi and our consultant. The process took approximately 3 months, during which the client became familiar with our modules, functionalities and terminology. The result was an environment designed exactly according to the client’s needs.
Are you missing documents
for invoicing ?
⚠️ The client needed an overview of the time worked for individual customers, from which he could obtain data for invoicing.
- With the Orders module, PcProfi records each flat-rate customer as a separate order. It tracks the status of service usage, related accounting items, and records service visits.
- Work reports are recorded in the Performance module and attached to orders. Performance includes hours worked and costs associated with transportation.
- The company has important data available that it can export and use as a basis for invoicing (flat rate deduction, work reports, etc.).
Do you enter tickets manually?
⚠️ They were using an open-source ticketing system to handle customer requests. They also wanted to include this agenda in one unit.
-
In the CDESK customer account, the customer selects a tile with a specific service (e.g. system outage) and sends it to PcProfi with one click.
-
CDESK classifies incoming email communication and automatically creates requests based on set criteria, which it assigns to the correct resolvers.
-
Scheduling regular services is automatic. Services set as regular requirements are automatically generated every month.
Do you manage many client devices?
⚠️ PcProfi manages hundreds of customer devices. The goal of deploying CDESK was to connect these devices to their infrastructure and record their status and lifecycle.
-
PcProfi manages its infrastructure in our Configuration Database (CMDB) – branches, provided services, contracts, assets...
-
In the Asset Management module, they track the status and movement of assets. The module enables performing inventory checks and issuing handover protocols.
- PcProfi operators control customer devices remotely via Customer Monitor. It is a solution from our product portfolio that enables technicians to perform computer servicing online.
Do you need integration with other software?
⚠️ They needed to bring data from multiple software systems into one unified, live system.
- Thanks to connectors for FinStat, Microsoft 365, and selected customers’ systems, PcProfi works with data from multiple sources in one environment, without the need for manual rewriting or duplicated work.
How does the client evaluate us over time?
“CDESK has streamlined communication within the company as well as with end customers. Thanks to its integration with Customer Monitor, we have comprehensive monitoring and management of both our and our customers’ IT devices. This saves us the time required for on-site service interventions, and we are able to resolve many issues remotely.” Mgr. Ivana Majorošová, CEO Assistant
PcProfi considers the main strengths of CDESK to be:
- Centralized overview of service and internal processes
- A diverse range of modules
- A high level of product flexibility
- Extensive options for integration with other systems
- Slovak product with high-quality support in the Slovak language
After one year of active use, the company would choose the CDESK solution again. They would recommend it to any organization that prioritizes a systematic approach and customer service. The collaboration strongly resonated with them, and PcProfi also recommends CDESK to its customers. The company is currently an active CDESK partner, reselling CDESK licenses independently and providing L1 support.
Let us know!
If this case study has interested you, please do not hesitate to contact us.
