Following the SLA update, the next step in the evolution of Skyward's NOC services involves the integration of Freshdesk as a pivotal tool in streamlining operations. This system promotes transparency and enhances efficiency in managing customer requests.
For over a decade, Skyward has been delivering managed services to SMS and VoIP operators, tailoring service packages to meet the unique goals and requirements of each client. Every client collaborates on a personalized interaction model and a set of tasks to be executed. Throughout the company's history, a multitude of helpdesk systems have been trialed, each with its own strengths and weaknesses. In a project launched in 2016, an evaluation of available market solutions was conducted, leading to the selection of Freshdesk from Freshworks to organize the NOC service for a major European operator.
In recent years, Skyward has been committed to spreading the best practices to all clients regardless of their size and business model. A primary objective was to ensure service flexibility while strictly adhering to quality service standards. The adoption of Freshdesk has allowed us to establish a unified process that also takes into account the specific needs of each client and guarantees compliance with the variety of SLAs.
Skyward uses an individual instance of Freshdesk with standard configurations and supplementary features tailored for each client. Currently, about 90% of all company clients have transitioned to the Freshworks solution, and working with new clients always starts with deploying this helpdesk system.
We highlight five key advantages of the solution:
- User-Friendliness: Freshdesk offers an intuitive interface, making it easy to learn even for new users.
- Feature-Richness: Freshdesk offers a wide range of functionalities, including customer ticket management, analytics, integration with various services, numerous add-ons, and so on.
- Customization: Freshdesk allows you to adapt the system to your needs by adding custom fields, canned responses, ticket templates, and adjustment of SLA parameters.
- Efficiency: Through automation and process optimization, Freshdesk helps improve productivity and reduce customer issue resolution time.
- Analytics: Freshdesk facilitates the collection and visualization of essential statistics for monitoring service quality, offering a convenient API interface for data retrieval.
Freshdesk has become a key element and reliable link for delivering top-tier service. We recommend this solution to all our clients, considering it a world leader in the helpdesk system category. For each operator, we deploy their own instance of Freshdesk, with setup and system configuration, thereby extending the benefits of our accumulated best practices at no cost to our clients.
– Sergey Losev, CEO of Skyward.
For further details on managed services for telecom operators and optimal utilization of Freshdesk, please contact us via email at info@skyward.cc or fill out the feedback form.
To learn more about Freshdesk solution please visit the product website.
To learn more about Freshdesk solution please visit the product website.