Digitising Service Operations with VOLTA Service Desk
When rising licensing costs made the existing ticketing system increasingly uneconomical, Burkhalter Group faced a strategic decision: continue investing in a standard solution or build a platform designed around its own business processes.
The existing system played a central role in handling service requests and incident reports across the organisation. Any replacement therefore had to integrate seamlessly into the existing system landscape, support different business units and remain economically viable over the long term.
As a long-standing VOLTA customer with an existing integration already in place, Burkhalter turned to Karakun. Together, we developed a concept that combines the strengths of the existing VOLTA platform with a tailored service platform.
The result is VOLTA Service Desk (VSD) — a modern platform that combines a customer portal, ticket management and service workflows while meeting both technical and business requirements.
Changing Requirements
For many years, the previous service platform had reliably supported a wide range of service processes throughout Burkhalter Group. However, a fundamental change to the licensing model significantly altered the commercial framework.
At the same time, it became clear that many features of the existing solution were rarely used in day-to-day operations, while adapting the system to new requirements had become increasingly complex and expensive.
The challenge was therefore not simply to replace one technical solution with another. Burkhalter was looking for a platform that addressed the actual needs of its users, protected previous investments and could evolve economically over time.
Building the Right Solution Together
As Burkhalter’s long-standing VOLTA and development partner, Karakun already had an in-depth understanding of the company’s processes, requirements and system landscape. Working closely with Burkhalter’s domain experts, we developed VOLTA Service Desk — a solution tailored to the needs of different business units.
The web-based platform supports the creation, processing and tracking of service requests and incident reports. Customers can submit requests directly through the customer portal or automatically via monitored email inboxes. The current processing status remains transparent at all times, and follow-up questions can be handled directly within the platform.
Its multi-tenant architecture allows different business units across Burkhalter Group to work within the same platform while supporting both centrally managed service processes and independently operated or highly automated workflows.