CDESK has been part of Mazars for several years

About the company

Mazars is the 5th largest consulting company in Slovakia and has been operating here since 2000. It provides clients with audit and accounting, tax and financial advisory, consulting, sustainability, and corporate resilience services. It is part of a leading international company.

Goal

Ensure more effective communication, digitalize internal processes and customer relations, monitor SLAs and track operator utilization.

“CDESK has become an integral part of us over the years. The internal requests are unified, efficient and functional. Their resolution and communication with clients are clear and transparent. In terms of price, quality, performance and support, Inova Logic is one of the leading suppliers in the country.”

Michaela Hecht, manager, Mazars 

Pre-deployment status

We chose CDESK in the first place to unify communication, which was not effective: we could not track the requests, their number, their fulfilment, we did not have deadlines or responsible persons.

Solution

CDESK offered a cost-effective solution that simplified and streamlined the work at Mazars. 

Request Templates are used when onboarding new employees. For a successful and complete onboarding of a new employee, the cooperation of several internal departments is required. The template ensures this through predefined Tasks and Work Orders that specify them precisely for each department. Work on a single request is thus divided into smaller units.

If the request relates to certain expenses, an additional benefit is used – Approval. The process is divided into several steps, each of which is confirmed by the assigned approver. The request can only be dealt with once it has been approved.

Many of Mazars’ clients do not have an account with CDESK because they only need to use it sporadically. An email address has been set up to which such clients can send their requests. The Message Processing module in the CDESK system takes care of processing the message automatically into a request. Based on a rule, the request is assigned to the operator who takes care of the specific client. CDESK groups the communication with clients, between employees and with suppliers, clearly on the Discussion and EXT-mail tabs directly on the request. This scenario is advantageous for both parties, as the client remains comfortable communicating via email and Mazars has all communication logged in CDESK.

For regularly recurring actions, Mazars uses Regular Requests, which are automatically generated at set intervals.

Each request has an assignee. This is the person responsible for fulfilling it. If the assignee is not available, the resolution of the request is assigned to a substitute assignee.

In meeting the requests, it is important to meet the deadlines that are set based on the SLA. The Dashboard and Reports are helpful in tracking deadlines.

Conclusion

Thanks to the CDESK system, Mazars has managed to digitalize and efficiently set up all set processes. HR has documents in electronic form and physical copies are not needed. Completely digitized approval processes with precisely defined steps are used to resolve requests. Although clients continue to communicate via email, all messages are automatically transferred to CDESK. This ensures that no message is lost, and every communication is recorded.

The transition to the new technology, changing the habits of both clients and operators has not been easy. However, the implementation went smoothly and Mazars highlighted CDESK’s superior support and willingness to continuously improve service.

An important factor that helped in the selection process was that CDESK is multilingual. Most of Mazars’ clients are from Slovakia or the Czech Republic, and having the application in their native language is definitely an advantage. For English-speaking clients, it is easy to switch the language of the app to English. Moreover, the data is stored in the Slovak Republic.

The reason for CDESK, according to the company’s representatives, is the superior support and willingness to continuously improve the service. Whether it is a CDESK setup or a completely new functionality, there is always very fast feedback and a solution. On several occasions, a request from Mazars has made it to the improvement list and has been resolved.