MAYKOR-GMCS set up Service Desk for Avanpost in just a month

MAYKOR-GMCS set up Service Desk based on Microsoft Dynamics 365 in just a month for Avanpost, a company providing cash register sales and services under the brand of Modul.Kassa.

Service Desk provides centralized call reception and processing through the main channels - telephone, e-mail, and corporate chat with their subsequent routing. Thanks to integration with telephony, for the received call, the client card is automatically searched with a subscriber's number and opened in the system. Messages from the chat are also automatically registered in the system.

The SLA metrics allow tracking the time and quality of processing calls. A dashboard displays statistics on the calls in several analytical sections: calls, services, units (1,2,3 support lines).

"The number of connections to Module.Kassa is constantly growing. It is important for us to ensure a high quality of service to our users. Previously, calls were processed separately. We spent a lot of time gathering statistics on each channel. Now the summary information on all requests appears in a single window, which allows us to quickly assess the quality of service in general and for each request," says Andrey Lvov, Director of Avanpost.

Today, specialists of the central office in Moscow and a contact center in Novosibirsk use a new Service Desk system.

"Implementation in such a short time is possible through the use of the standard functionality of the Microsoft Dynamics 365 Service module," notes Anton Nazarov, Business Director, Department Of Multipurpose Client Solutions and Services, MAYKOR-GMCS.