CLICO centralises customer service with the full context of every ticket
As clients, products and service contracts grew, the information needed to handle a ticket was spread across many systems. CLICO centralised customer service on Mint Service Desk, extended with functionality built around its own processes.
Scattered data slowed down every ticket
To start work on a ticket, consultants had to look up product information, service contracts, ticket history and client data in different places. Handling took longer, and important details could be missed.
Information in many systems
Product information, service contracts, ticket history and client data had to be looked up in different places.
Longer ticket handling
Every ticket started with a search across several systems, which made handling take longer.
Risk of missing details
With data scattered, important information could be missed while a ticket was being handled.
One platform with the full context of every ticket
OPGK Rzeszów implemented Mint Service Desk and extended it with dedicated functionality built around CLICO’s processes.
Tickets linked to products, licences and contracts
Ticket handling is connected to the database of products, licences and service contracts. A ticket can only be registered for a product covered by an active service contract.
Full context, shown automatically
With every ticket, the system displays the client’s data, the product, the service contract and the history of previous tickets.
Reporting
Reports on product failure rates, ticket fulfilment time and team efficiency.
Product, licence and contract records are created automatically from invoices.
Hardware certificates are generated automatically, and reminders flag support that is about to expire.
Data can be imported into the system from CSV files.
Delivered by OPGK Rzeszów with dedicated functional extensions. Alongside production, a separate test environment lets new functionality be verified safely before it reaches daily work.
Effects visible from day one
What changed in the consultants’ daily work after the rollout.
Immediate access to full context
Consultants see client data, products, contracts and the full contact history in one system.
No more switching between tools
Daily work no longer jumps between several systems.
Faster customer service
The team’s daily work became noticeably more efficient, and customers are served faster.
“Mint Service Desk is a centralised service platform tailored to our needs. With all the key information in one place, our consultants can serve customers faster and more efficiently, always with the full context of each request.”
One on-premises service desk for many schools
Oakford Technology supports UK schools with very different IT setups. Mint Service Desk On-Premises brings all their requests into one place, with clear service levels.
Several helpdesks merged into one portal
Palletline’s earlier helpdesks ran on outdated platforms with little vendor support. Tickets, assets and the knowledge base now sit in one Mint Service Desk portal.
See how Mint Service Desk would work with your products and contracts.
Talk to a product specialist about your service processes and the deployment model that fits your organisation.
