A Service Desk that improved the reputation of not just IT
During the implementation of the Service Desk, THERMACUT initially introduced processes for IT and marketing. IT implemented services such as requests for access, acquisition and replacement of software and hardware, and general requests such as fault resolution and consultation. In marketing, they began making use of services to do with ideas and suggestions, requests for promotional items and general requests.
When we started implementing Service Desk, by contrast with today’s situation, there were some groupings, like solvers, and requesters. We didn’t have the elements that we have there today, such as the option of handing over tickets to individual solution teams,” explains Tomáš Omelka.
Over time, other departments began to use ALVAO Service Desk. IT gradually introduced other processes that had previously been kept in cluttered spreadsheets, folders, and emails. New services added include the Records of Work Injuries service, various types of requests related to the modification of production processes, samples provision dockets, etc.
Claims process via the company website, ERP and Service Desk
One of the challenges that THERMACUT faced was the claims and complaints process. This process was confusing and required a lot of manual work, so THERMACUT decided to automate part of the process and implement it in the ALVAO Service Desk. The aim was to find a way to make the interconnection as comfortable as possible. Using the REST API, Advanced Workflow and Custom Apps extensions, IT linked-up web forms on the company’s web portal with the Service Desk and the internal ERP system.
From the customer to THERMACUT
On the Service Desk side, IT has established collection services that are used to transfer information from the web to the Service Desk. The moment a customer fills in the claim form on the website, a request is automatically entered into the Service Desk. The request automatically displays all the relevant information needed to deal with the claim or complaint. These include product serial number, order number, claimed part, problem description, etc.
After the customer fills in the form on the website, an automatic response is sent to the customer thanks to the Service Desk interface and its Custom Apps module. The customer receives a report with a copy of the completed form, the request number and a message that their request has been noted.
„Thanks to the fact that we have connected the website to ALVAO and set up notifications using Custom Apps, our customer will immediately receive information that their request has been registered and that something is being done about it. Previously, s/he only received a message about having entered something somewhere, and was kept waiting. Now the person knows: I have a request number, they already have it in hand, they’re already working on it," comments Tomáš Omelka, on the ALVAO interconnection.
Next, our quality department colleagues will process the claim or complaint. The process in the Service Desk is set up in such a way that the customer information is transferred to the respective services, processes and workflows, depending on the nature of the claim or complaint.
The key thing is that the Service Desk sends an automatic response including the request number, which includes in all our communication, and all communication takes place only through the Service Desk. We have no email boxes. All history, everything is logged in one place in the Service Desk," says Tomáš Omelka, describing the claims and complaints process.
After logging the claim, other tasks and tasks in the ERP system are carried out, where the individual steps in the claims process are addressed.
