{"id":36243,"date":"2019-10-31T22:10:28","date_gmt":"2019-10-31T19:10:28","guid":{"rendered":"https:\/\/prohoster.info\/blog\/kak-my-sozdali-service-desk-mechty\/"},"modified":"2019-10-31T22:10:28","modified_gmt":"2019-10-31T19:10:28","slug":"kak-my-sozdali-service-desk-mechty","status":"publish","type":"post","link":"https:\/\/prohoster.info\/en\/blog\/administrirovanie\/kak-my-sozdali-service-desk-mechty","title":{"rendered":"How we created the dream Service Desk","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"<p>You might often hear the phrase, \"the older the product, the more functional it is.\" In the age of modern technology, advanced web solutions, and SaaS models, this statement hardly holds true. The key to successful development is constant market monitoring, tracking customer requests and requirements, being ready to consider important feedback today, add it to the backlog this evening, and start developing tomorrow. This is how we work on the HubEx project \u2014 a service management system for equipment. We have an excellent and diverse team of engineers, capable of developing a dating service, an exciting mobile game, a time management system, or the world\u2019s most convenient to-do list. These products would quickly gain traction in the market, and we could rest on our laurels. However, our team, coming from an engineering background, understands the domain filled with pain points, problems, and complexities \u2014 that\u2019s the service sector. We believe that each of you has faced some of these challenges. Hence, we must go where we are needed. Well, at least we hope we are \ud83d\ude42<\/p>\n<p><noindex><a rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/hubex\/blog\/460002\/\"><img decoding=\"async\" alt=\"How we created the dream Service Desk\" src=\"\/wp-content\/uploads\/2019\/07\/018446e2d7220676c4426e9472836910.png\" style=\"display:block;margin: 0 auto;\" \/><\/a><\/noindex><br \/>\n<noindex><a rel=\"nofollow\" name=\"habracut\"><\/a><\/noindex><\/p>\n<h2>Equipment Service: Chaos, Carelessness, Downtime<\/h2>\n<p>\nFor most, equipment maintenance means service centers where phones are rescued from meeting asphalt and puddles, and laptops are saved from tea and juice. But here on Habr, we have those who service equipment of all types:<\/p>\n<ul>\n<li>the very service centers that repair electronics and home appliances;\n<\/li>\n<li>service centers and outsourcers for printers and printing equipment \u2014 a separate and very serious industry;\n<\/li>\n<li>multifunctional outsourcers \u2014 companies engaged in the servicing, repairing, and leasing of office equipment, electronics, and more for office needs;\n<\/li>\n<li>companies providing maintenance services for industrial equipment, machines, components, and assemblies;\n<\/li>\n<li>business centers, management companies, and their operational services;\n<\/li>\n<li>operational services for various large industrial and social facilities;\n<\/li>\n<li>internal business units that service technology within a company, providing repairs and support to internal business users.\n<\/li>\n<\/ul>\n<p>\nThese listed categories work differently, and they all know there's an ideal scheme: incident \u2013 ticket \u2013 work \u2013 acceptance of work \u2013 closed ticket \u2013 KPI \u2013 bonus (payment). But most often, this chain looks like this: AAAAAA! \u2013 What? \u2013 A breakdown! \u2013 What kind? \u2013 We can't work, this downtime is your fault! Urgent! Important! \u2013 Damn. We're working. \u2013 What's the status of the repair? And now? \u2013 Done, close the ticket. \u2013 Oh, thanks. \u2013 Close the ticket. \u2013 Oh right, I forgot. \u2013 Close the ticket.<\/p>\n<p><b>Tired of reading, I want to test hands-on, use, and critique your service! If that's the case, <noindex><a rel=\"nofollow\" href=\"https:\/\/hubex.ru\/\">register at HubEx<\/a><\/noindex> and we're ready to work with you.<\/b><\/p>\n<p>Why does this happen?<\/p>\n<ul>\n<li>There is no equipment maintenance strategy \u2014 each case is considered haphazardly, taking time as a unique instance, when many tasks could be standardized and aligned with internal corporate standards.\n<\/li>\n<li>There is no assessment of operational risks. Unfortunately, many actions by the company are taken after the fact, when repairs are already necessary, or worse, even disposal. Moreover, companies often neglect to account for the fact that there should always be a substitute fund within technical assets \u2014 yes, these are extra items in accounting, but the costs of purchasing and maintaining them can turn out to be significantly lower than the losses from potential downtime in operational or production activities.\n<\/li>\n<li>There is no planning for equipment management. A management plan for technical risks is a crucial aspect of working with equipment. It\u2019s essential to know: timelines for maintenance, timelines for inventory and preventative inspections, monitoring conditions that trigger decisions about additional actions with the equipment, etc.\n<\/li>\n<li>Companies do not keep track of equipment, and the order of operation isn't monitored: the date of installation can only be traced by finding old documents, the service and repair history isn't recorded, and there are no lists of wear and needs for spare parts and components.\n<\/li>\n<\/ul>\n<p>\n<img decoding=\"async\" alt=\"How we created the dream Service Desk\" src=\"\/wp-content\/uploads\/2019\/07\/81c2b748616811ecbc54b117a196e973.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i><noindex><a rel=\"nofollow\" href=\"https:\/\/amsrus.ru\/\">Source<\/a><\/noindex>. Garage Brothers do not use HubEx. That's a shame!<\/i><\/p>\n<h2>What were we aiming to achieve by creating HubEx?<\/h2>\n<p>\nOf course, we are not claiming that we have created software that didn\u2019t exist before. There are many equipment maintenance management systems, Service Desk solutions, industry-specific ERPs, etc., on the market. We have encountered similar software multiple times, but we didn\u2019t like it: the interface, the lack of a client panel, a mobile version, the use of outdated stacks, and expensive DBMS. When developers are particularly dissatisfied, they inevitably create their own. The product itself originated from a real large engineering company, meaning we are genuinely representatives of the market. Thus, we know the pain points of service and warranty management and take them into account when developing each new feature of the product for all business sectors.\u00a0<\/p>\n<p>Currently, we are at the stage of a tech startup and actively continue the development and enhancement of our product, but even now, HubEx users can enjoy a convenient and functional tool. We also welcome criticism \u2014 that's why we came to Habr.<\/p>\n<p>There are additional important tasks that HubEx can solve.\u00a0<\/p>\n<ul>\n<li>Anticipate problems rather than just solve them. The software keeps track of all equipment, repair and maintenance records, and more. The 'Request' entity can be configured for both outsourcing and internal technical services \u2014 you can create any stages and statuses, allowing you to always know the exact condition of each object.\u00a0\n<\/li>\n<li>Establish contact between the customer and the contractor \u2014 thanks to the messaging system and the customer interface in HubEx, you no longer need to write hundreds of emails or answer calls; the system interface will provide the most detailed information.\n<\/li>\n<li>Control the repair and service maintenance process: plan, assign preventive actions, notify customers to prevent problems. (Remember how well this is implemented in dental clinics and auto service centers: at some point, you get reminders about upcoming check-ups \u2014 whether you want to or not, it makes you think about it). By the way, we plan to integrate HubEx with popular CRM systems soon, which will significantly enhance opportunities for developing customer relationships and increasing service volume.\u00a0\n<\/li>\n<li>Conducting analytics that can serve as the basis for new business decisions and KPIs for employee bonuses. You can group requests by status and stages, and then calculate KPIs based on the ratio of groups for each engineer, technician, or department, as well as adjust the company's operations as a whole: rotating employees, providing training, etc. (For instance, if technician Ivanov has most of his requests stuck at the 'troubleshooting' stage, likely he is dealing with unfamiliar equipment that requires extensive instruction study. Training is necessary.)\n<\/li>\n<\/ul>\n<p><\/p>\n<h2>HubEx: First Overview<\/h2>\n<p><\/p>\n<h4>A Quick Tour of the Interface<\/h4>\n<p>\nThe main advantage of our system is its constructor. In fact, we can customize the platform for each individual client according to their specific tasks, and it will not be replicated. Overall, platforming is practically a new reality for corporate software: for the price of renting a standard solution, clients receive a fully customized version without issues in scaling, configuration, and management.\u00a0<\/p>\n<p>Another advantage is the configuration of the request lifecycle. Each company can set up stages and statuses for each type of request in just a few clicks, leading to information structuring and detailed reporting generation. Flexible platform settings provide a +100 boost in convenience, work speed, and, most importantly, in the transparency of actions and processes.\u00a0<br \/>\nWithin HubEx, a company can effectively create an electronic passport for its equipment. Any documentation can be attached to the passport, whether it is a file, video, image, and so on. It can also specify the warranty service period and include FAQs with common issues that equipment owners can resolve themselves: this will increase loyalty and reduce the number of service requests, thereby freeing up time for addressing more complex tasks.\u00a0<\/p>\n<p>To get acquainted with HubEx, it\u2019s best to submit a request on the website \u2014 we will gladly process each one and help you understand if necessary. \u2018Touching\u2019 it in real life is quite pleasant and interesting from a software structure perspective: user interface, admin interface, mobile version. But if you prefer to read, we have prepared a brief overview of the main entities and mechanisms for you.\u00a0<\/p>\n<blockquote><p>And if you really don\u2019t have time to read, meet \u2014 HubEx, watch our compact and dynamic video about us:<\/p>\n<p><center><div class=\"youtube-placeholder\" data-id=\"SzaRsb_xRX8\" onclick=\"loadVideo(this)\">\r\n        <img decoding=\"async\" src=\"https:\/\/img.youtube.com\/vi\/SzaRsb_xRX8\/hqdefault.jpg\" alt=\"Play video\" loading=\"lazy\" width=\"480\" height=\"360\" style=\"width:100%;height:auto;\">\r\n        <div class=\"play-button\"><\/div>\r\n    <\/div><\/center><\/p><\/blockquote>\n<p> By the way, it\u2019s easy to upload your data into the system: if you\u2019ve conducted your business using an Excel spreadsheet or elsewhere, you can easily transfer them to HubEx before you start working in the system. To do this, simply download the Excel template from HubEx, fill it in with your data, and import it into the system \u2014 this way, you'll easily input the main entities needed for working with HubEx and quickly get started. The template can be empty or include data from the system; if incorrect data is entered, HubEx will not allow an error and will return a message stating that there is a problem with the data. This way, you will easily overcome one of the main steps of automation \u2014 populating the automated system with existing data.<\/p>\n<h4>HubEx Entities<\/h4>\n<p>\nA request is the main entity in HubEx. You can create any type of request (regular, emergency, warranty, planned, etc.), set up a template or several templates for quick request creation. Within it, you specify the object, the address of its location (with a map), the type of work, criticality (as defined in the directory), deadlines, and the performer. You can add a description to the request and attach files. The request records the start and end times, making each employee's responsibility quite transparent. You can also specify estimated labor values and approximate costs for the request.<\/p>\n<p><img decoding=\"async\" alt=\"How we created the dream Service Desk\" src=\"\/wp-content\/uploads\/2019\/07\/d51513c52e5832744d5e8924c67fbea8.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i>Request Creation Form<\/p>\n<p><img decoding=\"async\" alt=\"How we created the dream Service Desk\" src=\"\/wp-content\/uploads\/2019\/07\/7bec92e17d251794c9aac96a260b4d0e.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\nThe ability to create stages of the request based on the needs of the company<br \/>\n<img decoding=\"async\" alt=\"How we created the dream Service Desk\" src=\"\/wp-content\/uploads\/2019\/07\/b1544e4755cda01496bb40ff175cd413.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\nA constructor for transitions between stages of the request, where you can outline steps, connections, and conditions. A schematic description of such a \u2018route\u2019 resembles the formulation of a business process and can be used for a variety of purposes.<\/i><\/p>\n<p>Each request is associated with an object (equipment, territory, etc.). An object can be any entity that requires servicing by your company. When creating an object, you set its photo, link attributes, files, responsible contacts, types of work, and checklists for specific equipment. For example, if you need to conduct diagnostics on a vehicle, the checklist will include attributes that list important components, assemblies, and diagnostic steps. As the work progresses, the technician will check each item and won\u2019t overlook anything.\u00a0<\/p>\n<p>By the way, you can quickly submit a request by scanning a QR code (if the equipment was labeled by the manufacturer or service) \u2014 it\u2019s convenient, fast, and highly productive.\u00a0<\/p>\n<p>The employee card allows you to add maximum information about the responsible person: their full name, contact details, type (it\u2019s especially interesting that you can add a customer as an employee and give them limited access to HubEx), company, and role (with permissions). An additional tab includes the employee's qualifications, making it immediately clear what tasks and on which objects the technician or engineer can perform. Additionally, the employee (customer) can be banned; it is enough to toggle the 'Ban' button in the 'Other' tab \u2014 after that, HubEx functions will be unavailable to the employee. This feature is particularly useful for service departments, where a quick response to violations can be vital for the business.\u00a0<\/p>\n<p><img decoding=\"async\" alt=\"How we created the dream Service Desk\" src=\"\/wp-content\/uploads\/2019\/07\/23fb503c6775eb5c31021adf82de5ec9.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i>Employee passport<\/i><\/p>\n<p>As we mentioned above, additionally in the HubEx interface, you can create checklists that outline attributes \u2014 that is, the points that need to be monitored when working with each type of equipment.\u00a0<\/p>\n<p><img decoding=\"async\" alt=\"How we created the dream Service Desk\" src=\"\/wp-content\/uploads\/2019\/07\/fa6d9a605c90b0154d208f73b110111d.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nAs a result of the work within the HubEx system, a dashboard with analytics is generated, where achieved values and metrics are displayed in the form of tables and graphs. In the analytics panel, you can view statistics on request stages, overdue issues, and the number of requests broken down by companies and individual engineers and technicians.<\/p>\n<p><img decoding=\"async\" alt=\"How we created the dream Service Desk\" src=\"\/wp-content\/uploads\/2019\/07\/64cd5e704faf8c65c501de4c9d539f4b.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i>Analytical reports<\/i><\/p>\n<p>Repair, technical and service maintenance is not a one-time process but a recurring task that carries not only technical functions but also a commercial burden. As is known, there's an unwritten rule: if something happens more than twice \u2014 automate it. This is how we created HubEx. <i><b>automated creation of scheduled requests.<\/b><\/i>For the ready-made request template, a schedule for its automatic repetition is set with flexible settings: frequency, repetition interval during the day (reminder), number of repetitions, weekdays for creating requests, etc. Essentially, the configuration can be anything, including tied to a time before the start of work for which a request needs to be created. This functionality has proved to be in demand both by service and management companies (for regulatory work) and by companies from various sectors \u2014 from cleaning and auto centers to system integrators, etc. Thus, service engineers can notify customers about upcoming maintenance, and managers can upsell services.<\/p>\n<p><img decoding=\"async\" alt=\"How we created the dream Service Desk\" src=\"\/wp-content\/uploads\/2019\/07\/fa57ac71487f3b72d361c6a0045fea70.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<\/p>\n<h2>HubEx: mobile version<\/h2>\n<p>\nA good service is not just about a prompt or professional engineering team; it is primarily about mobility, the ability to reach the customer in the shortest time and start solving their problem. Therefore, an adaptive application is essential, but naturally, a mobile app is even better.<\/p>\n<p>The mobile version of HubEx consists of two applications for iOS and Android platforms.<br \/>\nHubEx for the service department is a work application for service staff, where they can create objects, keep track of equipment, see the status of work on requests, communicate with dispatchers and necessary colleagues, interact directly with the customer, agree on pricing, and evaluate the quality of work.<\/p>\n<p>To accept and label an object using the mobile application, simply point your mobile phone at it and photograph the QR code. Then, in a convenient screen form, enter the remaining parameters: the company associated with the equipment, description, photo, type, class, address, and any other necessary or customized attributes. This is undoubtedly a very handy feature for mobile service teams, technicians, and engineers in the field, as well as outsourcing companies. The engineer's application also shows only their requests and the requests awaiting approval. And of course, the program sends push notifications to users, ensuring you won't miss a single event in the system.<br \/>\n<img decoding=\"async\" alt=\"How we created the dream Service Desk\" src=\"\/wp-content\/uploads\/2019\/07\/1b23afe9be1c421d8475cb9ca97538fc.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<img decoding=\"async\" alt=\"How we created the dream Service Desk\" src=\"\/wp-content\/uploads\/2019\/07\/1d318ca3ff9a8ddaa895a829b9cbd5f5.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\nOf course, all information is immediately sent to the central database, allowing managers or supervisors in the office to see all the work before the engineer or technician returns to their workplace.<\/p>\n<p><img decoding=\"async\" alt=\"How we created the dream Service Desk\" src=\"\/wp-content\/uploads\/2019\/07\/6df1f042fcb041dc1d366aa27df27d38.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\nHubEx for the customer is a convenient application where you can submit service requests, attach photos and files to the request, track the repair process, communicate with the contractor, agree on costs, and evaluate quality.<\/p>\n<p><img decoding=\"async\" alt=\"How we created the dream Service Desk\" src=\"\/wp-content\/uploads\/2019\/07\/4cdaa867f2428fb98ffb80d061e9ea6e.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\nThis two-way implementation of the mobile application ensures transparency in relationships, accountability of work, and understanding of the current state of repairs at any given moment \u2014 thus significantly reducing the number of customer complaints and easing the load on the call center or technical support.<\/p>\n<h2>Features of HubEx<\/h2>\n<p><\/p>\n<h4>Electronic equipment passport<\/h4>\n<p>\nEach object, each piece of equipment can be labeled with a QR code generated by the HubEx system. During future interactions, you can scan the code and obtain the electronic passport of the object, which contains essential information about it, the relevant documents, and files.\u00a0<\/p>\n<p><img decoding=\"async\" alt=\"How we created the dream Service Desk\" src=\"\/wp-content\/uploads\/2019\/07\/ed3845c9c6655e6cf6c662cd25c83408.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<\/p>\n<h4>All employees are easily accessible<\/h4>\n<p>\nWhile this article was being created, we released another update and introduced a very important functionality from a service perspective: it is now possible to track the geolocation of mobile employees on a map, thus monitoring their movement and presence at specific points. This is a significant advantage for addressing quality control issues.<\/p>\n<p><img decoding=\"async\" alt=\"How we created the dream Service Desk\" src=\"\/wp-content\/uploads\/2019\/07\/6934fa5215a89c5d09a246ac0d63e5f8.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nAs you may have already understood, for software of this class, it is important not only to be able to accept and process requests but also to provide metrics on employee performance (after all, service engineers are closely tied to KPIs, which means that a set of accurate, measurable, and up-to-date indicators is necessary). The parameters for assessing work quality can include, for example, the number of repeat visits, the quality of request and checklist completions, the correctness of movement in accordance with the route sheet, and of course, customer evaluations of completed work.<\/p>\n<p>\nIn fact, HubEx is one of those cases where it's better to see once than to read a hundred times on Habr. In the upcoming series of articles, we will address the issues related to the operations of various service centers, discuss why technicians and staff can be so unfriendly, and describe what service should or should not be like. By the way, if you have cool stories of failures or discoveries in the field of equipment servicing, please write in the comments or private messages; we will definitely use cases and link to your company (if you grant permission).\u00a0<\/p>\n<p>We are open to criticism, suggestions, discoveries, and constructive discussions in the comments and personal messages. Feedback is the best thing that can happen to us since we have chosen our development vector and now want to know how to become number one for our audience. <\/p>\n<p>And if not Habr, then what?<\/p>\n<p><img decoding=\"async\" alt=\"How we created the dream Service Desk\" src=\"\/wp-content\/uploads\/2019\/07\/a7527d57141d4ef68ec85f56168fa080.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i>Just not this one!<\/i><\/p>\n<p><i>Also, taking this opportunity, we congratulate our leader and founder, Andrey Balyakin, on his winter victories for the 2018-2019 season. He is the World Champion of 2015, European Champion of 2012, and a four-time Russian Champion from 2014 to 2017 in snowkiting and kitesurfing. Wind sports for a very serious person are the key to fresh ideas in development \ud83d\ude42 But we believe we will tell you more about this later. To read about how people from St. Petersburg achieve victories, <noindex><a rel=\"nofollow\" href=\"http:\/\/www.sobaka.ru\/city\/sport\/69446\">here<\/a><\/noindex>.<\/i><br \/>\n<br \/>Source: <a content=\"nofollow\" rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/hubex\/blog\/460002\/\">habr.com<\/a><\/p>","protected":false,"gt_translate_keys":[{"key":"rendered","format":"html"}]},"excerpt":{"rendered":"<p>\u0418\u043d\u043e\u0433\u0434\u0430 \u043c\u043e\u0436\u043d\u043e \u0443\u0441\u043b\u044b\u0448\u0430\u0442\u044c \u0442\u0430\u043a\u0443\u044e \u0444\u0440\u0430\u0437\u0443 \u00ab\u0447\u0435\u043c \u0441\u0442\u0430\u0440\u0448\u0435 \u043f\u0440\u043e\u0434\u0443\u043a\u0442, \u0442\u0435\u043c \u043e\u043d \u0444\u0443\u043d\u043a\u0446\u0438\u043e\u043d\u0430\u043b\u044c\u043d\u0435\u0435\u00bb. \u0412 \u0432\u0435\u043a \u0441\u043e\u0432\u0440\u0435\u043c\u0435\u043d\u043d\u044b\u0445 \u0442\u0435\u0445\u043d\u043e\u043b\u043e\u0433\u0438\u0439, 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