The company ČD - Informační Systémy, a.s. (ČDIS) was looking for a user support solution to replace the already inadequate system, which, among other things, was not able to address the specific requirements for handling their clients' problems.
The delivery of a new solution based on our Algotech CC platform required a detailed analysis of the current helpdesk operation, which allowed us to significantly adapt our solution to the customer's needs.
On the basis of a detailed analysis, a project plan divided into phases was drawn up, which allowed for the gradual implementation of the required functions. The result is a functioning helpdesk, which enables ČDIS to respond effectively to the requirements of its clients.
We would like to thank ČD - Informační Systémy, a.s. for allowing us to participate in this interesting project and for providing us with the necessary cooperation.
"AlgoCC is a solution that grows our business and supports the specific way our user support departments operate. In particular, it is a bespoke functionality where the operator has the ability to select and deal with an urgent client request and then return to less serious requests." ČD - Informační Systémy, a.s.
A modern IT company, operating since 2011 on the Czech market under the brand ČD - Informační Systémy, a.s., but their roots go back to the 1970s. They focus on providing ICT services in the field of transport and logistics, which include application development and operation, system integration services, SAP solutions, ICT support and service. They employ approximately 300 employees in regions across the Czech Republic.
Algotech CC is implemented in the Algotech data centre and the Vorwerk call centre uses its functionality as a cloud service. The implementation of the entire project from initial preparations to go-live of Algotech CC including integration took less than 3 months.
From the first offer and introduction of the product to the launch of the solution, including the implementation of all customizations and migrations, 1 year has passed, the actual implementation took place in Q4 2018. Since then, AXA ASSISTANCE has been further developing the system, and there are currently hundreds of operators working with it.
ERV European has been operating on the Czech market for 30 years and is the only specialized travel insurance company. It insures over 1.2 million customers annually and has been voted the best travel insurance company for 16 years in a row. It provides its services to individuals, companies and especially to travel agency clients. ERV belongs to the ERGO Group and Munich Re, one of the world's leading reinsurers. It operates its own assistance service with a Euro-Center network on all continents to deal with emergencies directly at the place of stay.