KVADOS Group has been ranking among leaders in development of in-house software solutions, aftersales services and customer support. In spring 2009, HelpDesk department started transforming into the international Service Desk. The process which has been completed few days ago offers major benefits for KVADOS´ customers. The biggest advantage is the acceptation, certification and implementation of the internationally recognised standard ITIL® that is intended for the management of IT services.
“Several objectives have been accomplished by the introduction of ITIL. For instance, communication has improved and is faster now, times needed in order to process requirements are shorter and the reliability has increased", says Service Desk manager Josef Prusák. He emphasises that the introduction of ITIL is not the end of KVADOS´ plans in aftersales services, but, on the contrary, the start of the never ending process of improvement and increasing customer satisfaction.
“To put it simply, ITIL means a higher speed, improved quality and lower costs for our customers. We are introducing a conceptual approach into the customer support and this will always pay off”, says Mr Prusák.
Service Desk will provide services in particular to those who use the mobile information system myAVIS™. It is planned to extend the services in the future to cover all products available in KVADOS Group. Recently,KVADOS started preparations for certification pursuant to ISO 20 000.