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    Michelin

    Service Desk for Managing Customer Requests

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    Background

    Michelin’s work is highly dependent on communicating with the suppliers, dealers, and buyers in its extensive network. The French manufacturer’s Russian division long operated without a CRM system suitable for this purpose, and its employees were forced to keep track of their work in Excel spreadsheets. The company needed service desk software that was capable of stably receiving and processing streams of requests from Michelin’s entire dealer network.

    Quickly adapt and deploy a preprepared service desk system that would automate the company’s internal processes, monitor the quality of after-sales service and improve customer service.

    Skillfully and seamlessly integrate the solution into current workflows.

    Achieve a high percentage of interaction between the administrative department and dealerships.

    Build Michelin’s internal reports into the system.

    • Administrative panel for employees. The company’s clients make requests via email and phone.
    Php (yii2), mysql, rabbitmq, redis, postfix, docker

    System Functionality

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    Request Submission Representatives of dealerships submit requests via usual channels – email or phone.
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    Request Processing Requests are sent to the service desk, where they are processed by Michelin’s L1 employees. If the first line has difficulties and a special decision is needed, the request can be sent to an expert employee or the Customer Room group.
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    Response and Feedback All responses to a request are compiled by an L1 employee and sent to the dealer in an email that asks them to evaluate the support work on a 10-point scale. Statistics and analytics necessary for Michelin’s top managers are maintained based on the state model and SLA.

    Results

    In just one month, we developed and provided Michelin’s Russian office with a custom solution for communicating with dealerships based on our own service desk product. Its architecture took into account the specific characteristics of the company’s processes and business requirements. The system makes it possible to receive and process requests from dealerships throughout Russia in a single interface, receive detailed statistics concerning requests online, monitor the effectiveness of after-sales service, and strengthen relationships with dealers.

    “We appreciate the prompt creation, implementation, and maintenance of our system for automating and managing the process of responding to requests from Michelin’s dealers in Russia. Thank you for your flexibility when carrying out this project, as well as the professionalism and responsiveness of your company’s employees.”
    Michelin Russia Tire Manufacturing Company
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    “We appreciate the prompt creation, implementation, and maintenance of our system for automating and managing the process of responding to requests from Michelin’s dealers in Russia. Thank you for your flexibility when carrying out this project, as well as the professionalism and responsiveness of your company’s employees.”
    Michelin Russia Tire Manufacturing Company

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