Not tickets — management of the promise you made to the client

Service Desk

A request lives in a case, not in a chat thread: client, shipment, deadline, owner, evidence. Deadlines are recalculated automatically, escalation raises itself, and the decision history stays immutable. AI drafts replies and case digests — the decision always stays with a human.

Discuss your case What is included

01Who it is for

Operators and forwarders where a request belongs to a shipment, not to an abstract ticket
Companies with contractual response-time commitments
Teams where claims are resolved by chat threads and memory

02What it replaces

Requests living in email and messengers
Generic helpdesks with no notion of a shipment
Manually watching deadlines in a calendar

03What is included

What is included

Service Desk

Managing the promise to the client

pilot

Not tickets but a case: client, shipment, deadline, owner, evidence. Deadlines recalculate automatically, escalation raises itself, AI drafts the replies.

The job

Make it impossible to lose a request and make response time independent of anyone's memory.

What hurt

Requests get lost in chat threads after escalation
No single evidence base and no owner per shipment

What you get

Case, deadline and evidence from day one
Escalation fires on its own, with no manual watching
AI drafts the reply, a human sends it

What your client gets

The answer arrives on time and the status is visible without calling anyone
The decision history is kept whole and cannot be rewritten

last change: 04 Sep 2026

AI in client service

Half of routine service

in production

AI parses inbound mail and requests, classifies them and drafts answers from the knowledge base. Simple cases close themselves; hard ones reach a human with the context ready.

last change: 02 Sep 2026

Client portal

Shipment statuses in real time

in production

Clients see shipment, delivery and request statuses themselves, download documents and stop calling the account manager over every detail.

last change: 04 Sep 2026

04How it works for you

How it works for you

A request becomes a case

Client, shipment, deadline and owner are attached to it.

The system runs the clock

Recalculation is continuous and escalation fires without reminders.

AI drafts the reply

The draft is assembled from the case history and knowledge base; a human sends it.

Evidence remains

The decision history cannot be rewritten and can be produced during a review.

05Comparison

Three ways to solve this

We are not the only option, and we show plainly where we lose.

	Build it yourself	Off-the-shelf vendor	BIOCARD Tech
Time to first result	Quarters: hiring, learning the domain, architecture from scratch	Weeks to install — then months bending processes to fit the box	A demo immediately, a pilot in weeks: the product already exists
Domain context	You will have to teach the team what a batch and a temperature mode are	A generic product with no notion of a shipment or a cold chain	We work in it daily — the context is included
Who carries the risk	You do: for the timeline and for the solution turning out wrong	You do: changes outside the vendor roadmap usually never happen	We do: the product runs in our own company and we use it ourselves
Changes for you	Anything is possible — if the team stays and is not pulled elsewhere	On the vendor's roadmap and priorities	Days rather than quarters: our own delivery pipeline
Where we lose	Full control over the code and priorities stays with you	A large partner ecosystem, training and certification	We are a small team and we do not take every job

06Cost

Price on request

There is no price list, and that is not a trick: almost every product needs configuration for your processes and integrations, so the same system costs differently at two companies. We quote after the demo, when the scope is visible — not before it.

What you get

A working product rather than from-scratch development. The core already exists and runs in our own company, so you pay for the rollout and the fit-out, not for inventing the solution.

What the quote is made of

The amount of fit-out for your processes, the number and complexity of integrations, and the requirements around data and timing. All of it becomes visible after a demo on your own data.

When we name a figure

After the demo and a short review of your case. The quote is fixed — not time-and-materials.

Where the work stops

The Service Desk does not replace your CRM or own the client base: clients stay in your system, while the case, the deadline and the evidence live here.

07FAQ

Questions about this solution

We already have a CRM. Will this duplicate it?

No. Clients and deals stay in the CRM; the Service Desk keeps references and works with the commitment on a specific shipment.

Who answers the client — a person or AI?

A person always sends it. AI prepares the draft and the case digest so the reply takes a minute rather than half an hour.

What about claims and reviews?

Every case exports a dossier: the request, the actions, the deadlines and the evidence.

See it on your data

Forty minutes, a working product, no slides. Then a pilot in your environment.

Discuss your case +7 499 346 3588

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