‘Digital Help Desk’, one of the domestic services offered by Turkcell Global Bilgi to its corporate customers, provides end-to-end remote and on-site solutions to the operational challenges faced by businesses in their business processes, both domestically and internationally. With the ‘Digital Help Desk’, which can provide technical support to software and hardware problems encountered by employees even often before users even notice them, the business processes of companies in different sectors ranging from telecommunications to production, insurance, media, retail and e-commerce are accelerated, costs are reduced and business efficiency is increased.

Turkcell Global Bilgi, Turkey’s digital customer experience center, offers end-to-end solution support for challenges experienced by end users in business processes with the ‘Digital Help Desk’, one of the digital services offered to corporate customers. With the ‘Digital Helpdesk’, which offers users on-site and remote support technologies in Turkey and abroad, problems are intervened in a very short time with few people. In this way, the ‘total troubleshooting time’ is shortened thanks to the remote solution model and technology. While software problems on the employee’s computer are quickly solved remotely, on-site support is provided for hardware problems, and technical service is offered in case of part replacement. Frequently recurring problems encountered by the employee are identified and a radical and permanent solution is provided. Thus, business processes are not interrupted due to device problems and customer and employee satisfaction increases by up to 93%.

Invisible Problems are Detected in Advance

Preventing potential disruptions before they impact users at the Digital Help Desk are also prevented with the Interactive Voice Response System (IVR) technology, another digital service of Turkcell Global Bilgi. The automation software, which is pre-installed on the user’s device, detects and solves the problem before the user notices it. The Digital Help Desk, which can be accessed through written and voice channels, also works in interaction with AI. Thanks to the robot correspondence application in the system, correspondence is analyzed and a process not requiring human effort is managed by connecting to applications via automation. In addition, it solves the problem by connecting the user who reaches the system via phone to the relevant applications with the ‘speech-to-text’ technology having the listening feature. Mobile device support is also offered to users at the Digital Help Desk

“We increased the solution rate of our customers by 60 percent in the first 6 months only.”

Speaking about the IT Help Desk service they offer, Cengiz Arslan, Deputy General Manager of Turkcell Global Bilgi in charge of Technological Operations, said: “As the works accelerated with digitalization and remote working, the seek for digital technical support and solution partners increased in many sectors. Companies approached digital solutions for their increasing technical support needs. On the other hand, employees who know the value of their time are not willing to experience loss of performance that may arise from technical problems and want to solve these problems quickly. At this point, as a local solution partner with a strong digital structure, we offer unique digital services that provide solutions to our customers in a very short time. With our IT Help Desk service, which is one of them, we increased the solution rate of our customers by 60% in just the first 6 months, while providing both operational and commercial benefits by ensuring the uninterrupted operation of business processes.”

30 Percent Increase in Customer Demand and Customer Portfolio in 9 Different Countries

“Turkcell Global Bilgi contributes directly and indirectly to the national economy by enabling companies to access domestic solutions with its innovative technologies,” said Cengiz Arslan, commenting on the increasing demand for the Digital Helpdesk product in Turkey and abroad: “Compared to the same period of last year, we have achieved a 30 percent increase also in the adoption of our service IT Help Desk product. Finally, we provide IT Help Desk service remotely and on-site to many different companies from telecommunications, production, textile, media, insurance, and retail sectors in Turkey and abroad. By bringing all employees of our customers in 9 different countries together with our IT Help Desk service, we ensure that they receive fast and digital solutions. For the rest of the year, we focus on meeting the digital transformation of companies and their demands in this area. Let’s not forget that efficient use of resources is only possible by adapting technology to business processes.”