Service Desk

info@betula-tech.com

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Service Desk

Service Desk

FOR FAST AND EFFECTIVE COMMUNICATIONS

Problem

Task

Technical support and communication with partners were handled through a traditional forum system based on Oracle technologies

Client

Response time for a request took up to 4-5 days, regardless of the complexity of the issue

Specialists manually tracked requests without system notifications

The process of working with requests was long and inconvenient for the user

Human error influenced the identification of defects

Solution

Cross-platform solution

Android application

Adaptive interfaces, from mobile phones to 2K TV screens

Web interface – available on any device

Solution library

Requests that helped other consumers become part of a universal "Solution Library"

A convenient tool for moderating requests into "Wiki" materials reduces labor costs for creating a knowledge base, and the clear presentation of the library's cards simplifies the search for consumers, thereby reducing the number of support requests by at least 3 times

Speed up technical support responses

Simplify the process of submitting a request

Increase the brand satisfaction index among partners and vehicle owners

Notifications

Participants in the communications receive push notifications on Android devices, browsers, and emails regarding important updates to the request, speeding up responses and shortening the request life cycle

Control and efficiency

Numerous metrics to evaluate the productivity, competence, and responsibility of participants

Intuitive interfaces, with the ability to attach and view materials using built-in media players

The "Notifications" service ensures that nothing is forgotten or overlooked

Audit logs, productivity control, and multifunctional reports for optimizing the work of the technical support team by managers

Client is the exclusive seller of truck parts:

100+ distributors and dealers
150+ brand stores

Result

Instant communication with repair and maintenance specialists

An expanding knowledge base reduces the load on support specialists

40%

reduction in average request processing time

25k

processed through the app in 2023, compared to 7,500 without the system

requests

decrease in the cost per request

-fold

STACK

BACKEND

INFRA

Frontend

Python

FastAPI

APScheduler

PostgreSQL

Sentry

Prometheus

Grafana

Opensearch

ReactJS

MOBILE

Kotlin

Do you have a similar case or want to learn more? Let’s discuss it!

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