Sectoral Solutions

We create value to our customers at the service processes  with the sectorial solution portfolios created and designed by using the applications and ready-to-use module libraries presented in WinDesk Platform v4.0.

Health-care Facilities

Areas

City Hospitals, University Hospitals, Private Hospitals

Solutions

Performance-based Service Management, Hospital Facility Management, IT Service Management, Asset and Maintenance Management for Biomedical Devices, Hospital Call Center Management

Mersin City Hospital

Mersin Entegre Sağlık İşletme A.Ş

Application WinDesk Facility Management and Central Help Desk Implementation 2017 Usage Usage Operating Company, Service Providers, Operations Officer

Scope

Central Help Desk and Subcontractor Help Desks will be run through WinDesk for defining and management of the performance parameters of 19 different medical and support services that are in accordance with the PPP Agreement in Bilkent City Hospital with 1396 bed capacity and was built by CCN. Central Help Desk where the performances are instantly followed-up is the only communication platform between the Operation and the Company and the progress conciliation at the end of term is carried out on WinDesk. Building Management System will be working fully integrated with Siemens Desigo CC and the Hospital Information Management System software and the work processes according to Hospital Information Management System operations for the proactive management of Windesk Facility Management support services.

Isparta City Hospital

Isparta Entegre Sağlık İşletme A.Ş.

ApplicationWinDesk Service Management SystemImplementation 2017 Usage Operating Company, Service Providers, Operations Officer

Scope

Central Help Desk and Subcontractor Help Desk are run through WinDesk for defining and management of the performance parameters of 19 different medical and support services that are in accordance with the PPP Agreement in Isparta City Hospital that is with 755 bed capacities and was built by AKFEN. Central Help Desk where the performances are instantly followed-up is the only communication platform between the Operation and the Company and the progress conciliation at the end of term is carried out on WinDesk. WinDesk Service Management System which works fully integrated with the Hospital Information Management System software, opens automatic work orders according to the Hospital Information Management System operations, opens planned work orders to follow up the routine works for the proactive management of the support services. WINDESK Service Management System with mobile application in the Android and IOS environments also includes compulsory functions such as barcode reading-photographing at the response and restoring phase of the reported problems/requests, by the field personnel of Service Provider companies.

ASOS

Army Hospital Automation System Solution Center

ApplicationWinDesk IT Service Management Implementation 2012, 2017 Usage ASOS Solution Center, Hospital Users

Scope

Management of the problems and requests reported from the all army hospitals are started to be managed from WinDesk IT Service Desk, within the scope of the ASOS project that started to be conducted by HAVELSAN in 2012. The application that includes Incident Management, Problem Management, Change Management, SLA Management and Configuration Management processes were restructured in 2017 in line with the change of the army hospital statues.

Ankara City Hospital

Bilkent Entegre Sağlık İşletme A.Ş

ApplicationWinDesk Facility Management and Central Help DeskImplementation 2017 Usage Operating Company, Service Providers, Operations Officer

Scope

Central Help Desk and Subcontractor Help Desks will be run through WinDesk for defining and management of the performance parameters of 19 different medical and support services that are in accordance with the PPP Agreement in Bilkent City Hospital with 3804 bed capacity and was built by CCN. Central Help Desk where the performances are instantly followed-up is the only communication platform between the Operation and the Company and the progress conciliation at the end of term is carried out on WinDesk. Building Management System will be working fully integrated with Siemens Desigo CC and the Hospital Information Management System software and the work processes according to Hospital Information Management System operations for the proactive management of Windesk Facility Management support services.

Public Institutions

Areas

Public Institutions, Local Authorities, Public corporate Organizations

Solutions

Citizen Communication Center, Citizen Solution Center and Municipality Service Management, Service and Facility Management, IT Service Management, Personnel Service Management

Republic of Turkey Social Security Institution

ApplicationWinDesk IT Service DeskImplementation 2013 UsageMEDULA Help Desk, Users of Health Services Department, all pharmacies, all health institutions

Scope

It has been used as a help desk of the MEDULA system which is under responsibility of Social Security Institutions Department for Health Services. MEDULA problem notification and requests, that are conveyed by the Health Institutions and Pharmacies, are managed by the Incident Management, Request Management and SLA Management applications that are organized in accordance with the ITIL processes of the institution on WinDesk IT Service Desk.

Çankaya Municipality

Çankaya Municipality

ApplicationWinDesk Customer Services ManagementImplementation 2013 and 2015 UsageSolution Center, Department of Civil Works, Department of Parks and Gardens, Department of Cleaning Services, Municipality

Police Office, Veterinary Department

Scope

Management of all the services offered to citizens by the Çankaya Municipality other than financial affairs, are design through WinDesk. Citizen Request and Follow-up Management, Work Order Follow-up and Management, Team Management, Vehicle Management, Investment Projects Follow-up, Parks and Gardens Follow-up, Funeral Services, Nursery Services, Veterinary Services and Solution Centre are the processes implemented for the Çankaya Municipality.

General Directorate of Public Accounts

Republic of Turkey Ministry of Finance General Directorate of Public Accounts

ApplicationWinDesk Customer Services ManagementImplementation 2011KullanımCall Center and higher education students

Scope

Incident Management to manage provincial inventory, Inventory Management and SLA Management processes are structured on the WinDesk IT service desk, as well as desk to meet all hardware and software calls coming from the provincial units, followup SLA upon the contracts executed with the maintenance companies.

Union of Notaries

Union of Turkish Public Notaries

ApplicationWinDesk IT Service DeskImplementation 2011 UsageUnion of Notaries’ IT Unit and the Notaries

Scope

It is used as a help desk where all the notaries notify the problems and requests related with the applications on their use, integrated with the call centre system. The application where the processes of Incident Management, Request Management and SLA Management are used, has an Information Bank customised for the IT Services provided by the Union of Notaries.

Student Loans and Dormitories Institution

Higher Education Student Loans and Dormitories Institution

ApplicationWinDesk Customer Services ManagementImplementation 2011 UsageCall Center and higher education students

Scope

“Student and Debtor Relations Management” centred Corporate Communications Centre, is integrated with all the communication channels and where the Institution’s Public Relations functions are managed form a single point, all kinds of calls, complaints and information requests are met, is managed through WinDesk. The application that served as an Internal Call Center until 2017, has been used by the firm chosen as an outsource by tender as from 2017.

NVI

Interior Directorate General Of Population And Citizenship Affairs

ApplicationWinDesk IT Service Management and Customer Services Management Implementation 2007, 2009, 2011, 2014UsageNVI Call Center, Civil Registry Offices, Citizen
ent

Scope

The Civil Registry Offices, where the NVI Call Center provides service for the hardware and software failures, makes all its calls through e-calling system structured o the WinDesk IT Service Management. The Companies’ in serve of DONANIMİÇİ services are followed-up under service level follow up, for all the DONANIM that have been provided outsource service and maintenance-repairing under the scope of maintenance agreement available in 900+ civil registry office. The Call Center under the serve of the Civil Registry Office has been started to work in an integrated structure with AVAYA call center exchange, with the tender conducted on 2011. As from 2014, Alo199 call center system, which was initiated with the purpose of appointing a TIME for the new ID card and managing problems/requests, is also working on the WinDesk Customer Services Management application system. It is used by the 350 operators of the outsourcing call center company which provides the application service established in the NVI with remote access from the points. The Winesk Customer Service Management application, which integrates with other KPS services, especially with the new ID card appointment system, does not accept calls from e-mail, web, mobile and social media channels other than the phone.

Ministry of Health

Republic of Turkey Ministry of Health

UygulamaWinDesk Facility ManagementImplementation 2017 Usageİşletme Firması, Bakanlık Personeli

Scope

WinDesk Facility Management application has been used for the management, follow up in accordance with the performance parameters, calculating the deductions and penalties, and the recording of the calls from the Ministry personnel according to the terms of PPP agreement The Building, Field, Furnishing, Common Services, Extra-ordinary Maintenance and Repairing Service, Land and garden Services given to the Building of the Ministry of Health by CCN within the PPP Bilkent City Hospital Campus.

Assurance and Finance Institutions

Areas

Banks, Insurance Companies, Finance Institutions

Solutions

Facility Management, Support Services Management, Personnel Services management, Audit Finding Management, Customer Contact Center, After-Sales Customer Services Management, IT Service Management

Bileşim

Bileşim Alternatif Dağıtım Kanalları A.Ş.

ApplicationWinDesk Service Management ApplicationImplementation 2013 UsageCustomer Operations, Payment Denials, Financial Maintenance, Security, Call Centre

Scope

Management of the delivery, receiving, problems and complaints received related to the card, following the press of the card at the credit card delivery service provided by Bilişim A.Ş to the contracted firms and following the other services provided to the contracted banks, are modelled on the WinDesk Service Management Application from end to end. The application that provides to be instantly informed of every move of the card by being fully integrated with the contracted delivery firms, has been tracking 25 million average delivery movements annually. By customised smart work terms, it organise the jobs for automatic follow-up by determining the actions to be taken according to the delivery process.

CIGNA Finans

Cigna Finans Emeklilik ve Hayat A.Ş.

ApplicationWinDesk Audit Finding Management and WinDesk Contract ManagementImplementation 2016 UsageAudit Unit and Contract Unit

Scope

It has been customised for entering, planning and managing the findings detected during the internal and external audit of the Audit Unit. Importance and priority of the findings are configured according to the Cigna Finans’s processes. Audit results are formed in Turkish and English pursuant to the corporate reporting format. It enables to follow-up the contracts executed between the WinDesk Contract Management Contarct Unit and the service/good providers.

AEGON Sigorta

AEGON Emeklilik ve Hayat A.Ş.

ApplicationWinDesk Customer Service ManagementImplementation 2011UsageCustomer Relations Centre, Customer Services, Risk Acceptance Centre, Accounting Unit, Sales Team, Agents, Senior Management, Customer

Scope

All service processes are modelled from the sale to the expiry of the policy, by working integrated with the insurance software, Document Management System, communication channels and other corporate applications. The objectives and service levels are defined in a measurable manner for each step regarding both legislation and internal procedures, at the application structured in compliance with the processes of AEGON Sigorta. Operation details that are followed-up instantly by the Management, have been collecting all kind of evidence which is required at the audit phase, and been managed.

Halkbank

Halkbank Headquarter

ApplicationWinDesk Facility ManagementImplementation 2012 UsageSupport Services Department, Headquarter Personnel, District and Branch Personnel

Scope

Purchase, Real Estate Rental, Food, Cleaning, Security, Technical Service, Office Equipment Setup and Maintenance, Personnel Service Vehicle, Vehicle Allocation, Use of Pool Car, ATM Installation and Energy Consumption Follow-Up services, supplied by the Support Services Department to more than 22.000 personnel, are modelled through WinDesk Facility Management applications. A service catalogue has designed concerning all services, the outsourced firms are included into the system as an active part of the processes. The created system is working integrated with the corporate systems of Halkbank and mobile applications are developed specialised to the bank security policies to enable supplying technical support services on the area.

ZİRAAT Sigorta

Ziraat Sigorta A.Ş.

ApplicationWinDesk IT Services ManagementImplementation 2015 UsageCustomer Relations Centre, Customer Services, Risk Acceptance Centre, Accounting Unit, Sales Team, Agents, Senior Management, Customer

Scope

Ziraat Sigorta Information technologies Unit provides IY service for both Ziraat Sigorta and Ziraat Emeklilik. In addition to the audits carried out as being in the insurance sector; the Information Technologies department under the audit of COBIT as an affiliate of Ziraat Bankası uses the WinDesk IT Service Management platform to follow-up, measure and manage both its own personnel and the services of outsourced firms.

GRG Banking

GRG Bankacılık Ekipmanları A.Ş.

ApplicationWinDesk IT Services ManagementImplementation 2013 UsageGRG Service Management, GRG Field Team

Scope

Operational management of all the problems and requests regarding the ATM devices that GRG sells and carries on the maintenances in the finance sector. The application integrated with the problem notice and inventor follow-up systems of the banks, automatically opens the problem/request record by triggering the user notification and counter system and directs these records to the related units. Job assignment to the field team, follow-up the job, follow-up of the inventory and materials that change together in the application SLA measurement is conducted.

Sigortayeri.com

Sigortayeri Sigorta ve Reasürans Brokerliği

ApplicationWinDesk Customer Services Management Implementation 2013 UsageInternal Units and Call-centre

Scope

A special integration level was developed through WinDesk for the daily operational monitoring, listing, product management via reporting interfaces dynamic creating, policy management, channel management, account reconciliation management and customer management, in order to use by the units of Sigortayeri and Call-centre under the scope of insurance operations. All editions made on the EBS data model designed by Sigortayeri through Orcale Database, enable the screens to be dynamically updated without additional work on the web services.

Consumer, E-Commerce Institutions

Areas

Durable Consumption, E-Market Places, Customer Product/Services

Solutions

Customer Services Management, Customer communication Support Center, After Sale Customer Service Management, Buyer-Seller Communication Management, Live Support

VESTEL - VMH

Vestel Customer Services General Directorate

ApplicationWinDesk Customer Services ManagementImplementation 2014 and 2016 UsageCommunication Centre, Solution Centre, Alternative Notice Channels, Process Support and Business Development

Scope

It is used to manage the processes integrated with the SAP CRM system for management of after-sales services of Vestel Customer Services General Directorate. Customer requests and suggestions received through all social media and alternative channels except phones, are replied and followed. WinDesk conducts operational management as well during the management of the Call-Centre internal processes, as it has Online Examination and Customer Representative Performance Evaluation System. Vestel won second prize with the Global Call-centre Competition. JOKER (Customer Representative Support System) Application developed for Vestel by Signum on WinDesk.

TANI

TANI Pazarlama ve İletişim Hizmetleri A.Ş.

ApplicationWinDesk Customer Services ManagementImplementation 2015UsageCall-centre, Customers

Scope

It uses WinDesk Customer Services Management Application at its call-centre for the innovative products it serves that manages the customer experience, customer loyalty management and customer experience, customer loyalty program, digital marketing, data management and analysis, customer experience management for the brands. In TANI that provides different solutions for different brands, dynamic integration is brought by the customer systems on WinDesk application. By means of this level, TANI operation unit is able to manage the changes at the integration without any need of a software developer and directs the problems/requests to the relevant unit managers and brand support centres.

n11.com

Doğuş Planet Elektronik ve Bilişim Hizmetleri A.Ş.

ApplicationWinDesk Customer Services ManagementImplementation 2015 and 2017 UsageCall-centre, Customer Support Units, Internal Units, Customers

Scope

WinDesk Customer Services Management that is used for the management of the problems and requests received from the customers and shops, is improved according to the needs of n11.com besides the classical web chat application. With the sellerbuyer chat property served through mobile and web medium, the customers get opportunity to directly communicate with the shops entered to this system in n11.com website. By the integration on B2B application, the app has been integrated to the aftersales processes of n11.com.

COMDATA TÜRKİYE

Callus Bilgi ve İletişim Hizmetleri A.Ş.

ApplicationWinDesk WebChatImplementation 2016 Usage Comdata Customers

Scope

WinDesk WebChat application is formed to serve the multi-customer between its customers who are served by Comdata. Central WinDesk WebChat application provides a use by every institution its own corporate identity configuration. Additionally for special reporting, result codes and their corporate applications special to every customer, web services have been developed and been started to be used through the same platform.

JOKER

ATM Dış Ticaret ve Pazarlama A.Ş.

ApplicationWinDesk Customer Services ManagementImplementation 2013 and 2017 UsageCall-centre, Customers

Scope

WinDesk Customer Services application is used through the cloud, for the management of the problems/requests of the customers in action on the Joker Website and shops, received through all the channels.

Transportation

Areas

Holdings, Corporates, Bridge, Highway Services, Traffic Foundations

Solutions

Holding Subsidiaries Personnel Service Management as a Central, Corporate Service Management of Personnel Services

ATESTAŞ

ATESTAŞ Ankara Trafik Vakfı

ApplicationWinDesk Customer Services ManagementImplementation 2015 UsageYedi Emin Otoparkları, Araç Çekiciler

Scope

It is a customized WinDesk application for carrying out the transactions as vehicle towing and removal, carpark entry-exit, dispatching charges and similar transactions through the cloud. By this application, the drivers of the towtrucks take the photos of the vehicle registration plates and upload it on the cloud, after saving the vehicle plate. Entry and exit is made through While WinDesk works integrated with the cash register to collect the fees of the vehicle, it provides vehicle inspection function through the Corporate Website.

Halkbank

Halkbank Headquarter

ApplicationWinDesk Personnel Services VehiclesImplementation 2012UsageHead Quarter

Scope

Personnel Service Management is used through WinDesk for the personnel of Halkbank Head Quarters in Ankara and İstanbul. After defining the Service firm, route and stops, Head Quarter personnel applies to the most suitable service by himself through Self Servis Application, and convey any kind of problem and request through the same platform. Personnel information has been followed-up on real time and projected to the personnel service records, with the integration made to Halkbank HR System.

KoçZer

ZER Merkezi Hizmetler ve Ticaret A.Ş.

ApplicationWinDesk Personnel Services VehiclesImplementation 2017UsageKoç Holding Companies

Scope

Turkey’s first and the biggest central purchasing company KoçZER manages the central service purchase of all the holding companies’ personnel services. The contracts executed with the Personnel Service Firms, are executed on the WinDesk Personnel Service Vehicles. Contracts, map system, related routes and stop definitions, records of service personnel, vehicle monitoring and card reading systems placed on the vehicles, and monitoring and automation of the vehicles. Contracts made with service companies in this frame, route and stop definitions on the map system, personnel records to be used by the service, monitoring of the end of month revenues. All movement information received from vehicle tracking systems is automatically calculated by the system after being construed automatically by the system, and the penalty is automatically calculated as the basis for the claim. The Holding firms have customized mobile applications for its employees to customize their services according to different service usage and shift models, to enable personnel on field to make changes from the mobile environment, to query the service location via mobile, receive service notification, and receive complaints.

Other Sectors

Areas

Solutions

Web_Portal, Member Service Management, Branch Service Management, Sales Forecasting System, IT Service Management

Chamber of Interior Architects

Union of Chambers of Turkish Engineers and Architect Chamber of Interior Architects

ApplicationWinDesk Service Management SystemImplementation2017UsageChamber's Personnel and Members working at its Center, Branches and Agents

Scope

All the personnel and members of the Chamber of Interior Architects are gathered together within the scope of the Project. The portal consists of the components Member Management System and Chamber Management System. While Center is able to track all branches and agents, each center defines its organisation, personnel, pre-accountancy system and management conditions independently. Identified board of directors and approved resolutions are broadcasted on the website of the chamber automatically. Chamber’s website, the contents of which are enabled to manage easily, includes the link to the Member Management System where the members can easily conduct their own business. Chamber Management System enables the members to see and update their information. The members are able to view the chamber payments and use their credit cards to make the payments. The application of the members such as their documents can be tracked via the automatized Project.

Bayer

Bayer Türk Kimya Sanayii Ltd. Şti.

ApplicationWinDesk Service Management SystemImplementation 2016UsageBAYER Sales and MarketinUnit, District Mnagement

Scope

Within scope of BAYER CropScience Project, Channel Management and Price Evaluation modules were created in which 6 regions’ and 300 vendors’ data were evaluated and estimations were realized. Within the scope of the project, drug information and actual sales information were taken as the basic data for price evaluation through the integration with the SAP system and the systems of the region and the vendors were used without re-entering the data. For the Price Evaluation application, a special algorithm was developed by BAYER has been incorporated into WinDesk Service Management.

FNSS

FNSS Savunma Sistemleri A.Ş.

ApplicationWinDesk IT Service ManagementImplementation 2012UsageFNSS IT Unit and Business Units

Scope

Management is conducted through WinDesk IT Service Desk. With the application structured in accordance with the FNSS business process approvals through Incident Management and SLA Management modules, the notices are enabled to be received through WEB. Integration is available with the FNSS corporate application for the authorities of the personnel conveyed their requests.