Derek Knodt • ServSharp

What is Pandesco?

Pandesco is a Managed Service Provider and
Technology Consultant for companies with
extensive store networks worldwide.

Pandesco is a global MSP and tech consultant for large store networks.

What is ServSharp?

ServSharp streamlines global device management by bridging support, client needs, and tool gaps.

ServSharp aims to streamline global device management
by addressing challenges faced by our support teams,
client needs, and gaps in our existing tools.

Journey Mapping

I began by collaborating with our support team to map
their processes, identify their growing use cases, and
uncover pain points in the current system.

I worked with the support team to map processes, identify use cases, and uncover system pain points.

What I learned....

How it starts

Linear

Service Providers often start with tools
that work well for a small client base.

How it scales

Chaotic

As the business grows, expanding
use cases quickly break the tools.

Define

Problem Definition

After working with our support team I defined five key problems
we faced in our current Asset Management system

Problem #1

Standardization

Our current tool required re-entering key fields like Product Name and Model Number for each asset...

Our current tool required re-entering key fields like Product Name and Model Number
for each asset, wasting time and causing errors that broke search.

Problem #2

Tedious Filtering

Our current tool required tedious, error-prone text-based filters.
We need a faster, more reliable way to select, combine, and link dependent filters.

Our current tool required tedious, error-prone text-based filters.

Problem #3

Lack of Structure

Our current tool had no way to group and structure asset views,
making it extremely difficult and time consuming to visualize how they are set up for reviews.

Our current tool had no way to group and structure asset views.

Problem #4

Shipping Confusion

We frequently ship and receive assets, but they’re often mislabelled,
misplaced, or left in transit without system integrated tracking.

We frequently ship and receive assets, but they’re often mislabelled, misplaced, or left in transit.

Problem #5

Lack of Flexibility

With expanding use cases and projects, we need a modular field approach to
rapidly adapt and resolve tickets quickly to meet our client SLAs.

With expanding use cases and projects, we need a modular field approach to rapidly adapt and resolve tickets.

MVP Draft

Using these Key Takeaways and Insights I began
Drafting an MVP to meet our teams immediate
needs with minimal development allocation.

Using key insights, I drafted an MVP to meet immediate team needs with minimal development.

Design

Support
Streamline
& Scale with

Asset List Page

I focused primarily on the Asset list page as that is
where the team faced most of their problems

I prioritized the Asset List page,
where the team faced the most issues.

Super Sidebar

Our techs often have to work fast on the go, so
I prioritized tablet first interactions for quick,
accurate navigation of thousands of assets.

I designed tablet first interactions for fast, accurate asset navigation on the go.

Introducing five new Asset List features...

Feature #1

Cross Field Keywords

Quickly search across all Asset Fields.

Problem

A store associate calls in with a phone issue but doesn’t know the model. They read a few numbers off the back to the Support Team.

Solution

Our support team can easily find the phone with just a few numbers and trouble shoot their issue based on the model.

Feature #2

Dynamic Filters

Lock in and narrow your focus with linked filtering.

Problem

Stores have been calling in about having issues with their older iPad Air’s and a new app update resulting in lost sales.

Solution

Support team needs to quickly determine which stores have these older iPad Air’s so they can send out new iPad Pro’s before the holiday season.

Feature #3

Modular Flexibility

Shape your screens in the field and on the go.

Problem

A tech is in the field and is troubleshooting the network, he is only concerned with a few key fields and wants to use his limited time effectively

Solution

Techs can quickly remove the columns they are not concerned with, add the ones they want to see, and prioritize them in the order they need

Feature #4

Dynamic Views

Structure and save custom views for quick access.

Problem

A client wants to have a weekly review call.
We have to spend time repeatedly exporting and structuring data so it’s easier to read

Solution

Select relevant grouping, expand, collapse and sort assets to match the meetings at hand, then save views for instant access anytime.

Feature #5

Quick Ship

Ship smart, track seamlessly with live updates.

Problem

Shipping assets causes confusion, items show as “Available” in stock or “In Use” too early, leading to miscommunication within the support team.

Solution

Input shipping details, and ServSharp tracks delivery status, automatically updating asset availability when the shipment is delivered.

Delivery

Empowering IT Teams

While awaiting development allocation I rapidly prototyped
an MVP in Zoho Creator to deliver immediate impact while
cutting costs and providing scalable solutions for our team.

While awaiting development, I built an MVP in Zoho Creator for immediate impact, cost savings, and scalability.

Impact

Now managing over 3,500+ global assets
globally, I continue to iterate the tool to
better serve our team and clients.

Now managing over 3,500+ assets globally, I continue to iterate the tool to better serve our team and clients.