Corporate Portal on Yodoo Service Desk

Background

Following the outbreak of war, Ukrainian companies began actively replacing software

solutions associated with hostile vendors. At the same time, there was a strong shift toward

cost optimisation and the adoption of open-source platforms that could be independently

maintained and extended.

Our client is a large Ukrainian industrial company with over 10,000 employees. While a

comprehensive ERP system was already in place, extending access to thousands of employees

for corporate communication and documentation was both financially inefficient and

administratively complex.

Previously, the company relied on a heavily customised Microsoft SharePoint portal, which

included third-party modifications of Russian origin. These components posed significant

operational and security risks due to their dependency on external support.

Recognising these risks, the IT support department инициated the search for a replacement

solution, with strong involvement from the information security team.

The objective was not only to replicate existing functionality but to build a scalable corporate

platform that could evolve, support multiple departments, and improve internal

communication across the organisation.

After a structured market analysis and vendor selection process, including a competitive

tender, the company selected the Odoo platform, with Yodoo Service Desk by CR&D as the

core component.

The implementation started with classic IT service management processes:

•Incident Requests (RFI)

•Service Requests (RFS)

•Change Requests (RFC)

•Access Requests (RFA)

•Problem Management (RFP)

•Scheduled and maintenance activities

A key challenge was the company’s centralised IT infrastructure combined with geographically

distributed operations across production facilities, warehouses, offices, and regional

branches.

To address this, a hierarchical location model was implemented, including territories,

buildings, and premises, all linked to geographic coordinates and maps.

Flexible assignment policies enabled intelligent routing of requests without custom

development:

•Software-related issues are routed by service to specialised teams

•Hardware-related requests are routed by location to responsible on-site teams

This ensured accurate and efficient task distribution across a complex organisational structure.

Integrations

Several critical integrations were implemented as part of the ITSM layer:

•Microsoft Active Directory (LDAP / later SSO via ADFS, SAML 2.0) for authentication

and user synchronisation

•ERP HR module for organisational structure, roles, and approval workflows

•ERP asset/accounting module for tracking issued and returned IT equipment

•CMDB system for maintaining detailed infrastructure asset data

•Mobile application enabling offline task execution and reporting for field engineers

These integrations ensured seamless data consistency across systems and minimised

duplication of functionality.

Process Evolution and AI Enablement

Initially, all incoming requests were classified by the first-line support team, maintaining

established operational practices.

However, as the system evolved and a structured knowledge base was developed, the

foundation was laid for automating request classification using AI. This capability is currently

being introduced in the ongoing evolution of the platform.

Expansion Beyond IT

Following the successful IT implementation, other departments began adopting the platform to

automate their internal processes.

HR Processes

The HR department implemented several workflows, including:

•Leave requests with complex approval chains

•Remote work applications with scheduling and location tracking

•Employee exit procedures (clearance workflows)

•Internal transfers, business trips, and administrative requests

•Service notes with configurable approval flows

A large library of document templates was introduced, allowing administrators to manage

forms in standard office formats. All approved documents are automatically converted into PDF

for storage and printing.

The legal department is currently working on implementing full electronic document

management with digital signatures.

Transport Management

The transport department implemented request workflows for:

•Cargo transportation

•Employee transfers

•Integration with internal fleet, contractors, and taxi services

The system includes predefined locations, routes, vehicle types, and budget limits.

Resource catalogues for drivers and vehicles enable dispatchers to manage schedules,

availability, and workload efficiently.

Administrative Services and Procurement

The administrative department moved from simple request handling to structured procurement

workflows.

Employees can now create requests for office supplies, furniture, and equipment using a

catalogue-based approach similar to e-commerce platforms. All requests are validated against

approved budgets and supplier catalogues.

Internal Communications and PR

The PR and communications team leveraged built-in platform capabilities:

•Multi-language corporate websites and departmental pages

•Internal blogs and news publishing

•Event management and registration

•Employee surveys and feedback collection

A dedicated corporate messaging module was introduced, replacing mass email distribution.

Messages are published as personalised portal pages, reducing load on email systems and

improving information security.

Knowledge Management and File Handling

All corporate documentation is centralised in a structured Knowledge Base, organised by

business domains such as IT, HR, Production, and Logistics.

Access is controlled at multiple levels, ensuring that employees only see relevant content

based on their role and organisational unit.

A secure large file exchange module enables employees to share files of up to tens of gigabytes

without relying on external file-sharing services.

Additionally, a unified file storage subsystem was implemented, allowing integration with

various storage backends without affecting system performance. This supports scalable

storage of documents, images, and even corporate video archives.

Additional Features

The platform also includes:

•Corporate contact directory with role-based access to sensitive information

•Automated birthday listings for employees

•Corporate photo library with support for contests and employee engagement initiatives

Results

The implementation delivered a fully functional corporate portal that significantly improved

internal operations and communication:

•Eliminated dependency on legacy and high-risk systems

•Reduced costs associated with ERP licensing and maintenance

•Unified service management and internal workflows across departments

•Improved transparency, control, and efficiency of internal processes

•Enabled rapid development of new modules and services

The platform continues to evolve, with internal developers being trained to extend functionality

and support ongoing digital transformation.

Yodoo Service Desk has become not just a support tool, but a central platform for managing

internal services, communication, and corporate processes at scale.

Yodoo Service Desk for JUDU (Vilnius Mobility Agency)

About JUDU

JUDU is a municipal company of the City of Vilnius responsible for organising and managing

urban mobility. The company ensures the operation, integrity, and quality of the city’s transport

infrastructure, including public transport systems, parking management, traffic control, and the

development of cycling and pedestrian infrastructure.

JUDU operates and maintains a wide range of urban assets, including traffic lights and

intersection control systems, traffic cameras, parking equipment, road signs, public transport

stops, citylight boards, bicycle parking facilities, and transport cards.

With hundreds of thousands of daily users, the efficiency of internal processes and service

request management is critical to ensuring the stable operation of the city’s transport system.

Project Objectives

JUDU required a modern, scalable system for managing service requests and operational

processes.

The primary goals included:

•Handling thousands of daily requests from residents and visitors related to transport

infrastructure and services

•Coordinating internal teams across multiple departments

•Managing interactions with a large number of external contractors

•Ensuring control over response and resolution times (SLA compliance)

•Establishing a centralised and transparent service management system

To achieve this, the Odoo platform was selected, with Yodoo Service Desk by CR&D forming the

core of the solution.

The project included 1 year of active implementation followed by 3.5 years of continuous

expansion and optimisation, with deep customisation aligned to JUDU’s operational processes.

Solution Architecture

A standard helpdesk or task management system was not sufficient to meet the project

requirements. The solution needed to combine:

•Strictly regulated processes (procedures, SLAs, compliance requirements)

•High flexibility to support ongoing changes, new services, and contractor turnover

Based on ITIL4 principles and implemented on Odoo Community Edition, Yodoo Service Desk

enabled the creation of a flexible yet structured service management ecosystem.

Operational Model

Three core layers of operations were defined:

1. Customer Interaction

Residents, municipal authorities, and regulatory bodies

2. Internal Operations

Call centre, finance, legal, IT, and other departments

3. Contractor Management

Internal engineers and up to 100 external contractors

These layers were formalised into a structured service catalogue with assigned service owners

and execution teams.

Request Model

The system supports complex workflows through:

•Parent–child request structures

•Chained execution processes

•Cross-process linking

This enables full lifecycle management:

•Incident Management (incoming requests)

•Problem Management (analysis and grouping)

•Service & Facility Management (maintenance tasks)

•Change & Project Management (infrastructure improvements)

Multi-Portal Environment

Using a single database, three dedicated portals were implemented:

•Public portal for citizens (requests and feedback)

•Internal portal for employees

•Contractor portal for task execution and planning

Each portal provides access to relevant services and knowledge base documentation.

Key System Capabilities

The solution was built on the modular Odoo ERP/CRM platform and includes:

Call Centre Automation

A fully customised call centre solution was developed from scratch, featuring lightweight

interfaces, templates, and guided workflows to handle high volumes of user requests

efficiently.

Contractor Management

End-to-end automation of contractor interactions, including integration with third-party

systems, ensures seamless task assignment and execution tracking.

SLA / OLA Control

The system supports advanced SLA management, including:

•Dynamic SLA configuration based on priority, asset type, location, and other

parameters

•OLA tracking across all participants in the service chain

•Real-time monitoring and escalation mechanisms

Analytics and Reporting

A comprehensive reporting system was implemented, including:

•Operational dashboards for service managers

•Aggregated reporting for leadership

•Performance tracking for contractors

•Data export for financial control

GDPR Compliance

A dedicated GDPR subsystem was developed, including data processing policies, document

templates, and compliance mechanisms across all portals.

Advanced SLA Management

A key challenge was ensuring fair and accurate performance evaluation for contractors.

A standard SLA model proved insufficient due to the complexity of real-world scenarios. For

example, failures in traffic light systems may range from minor issues to critical infrastructure

breakdowns requiring significant resources and time.

To address this, a flexible SLA extension mechanism was introduced:

•Contractors can request deadline extensions with justification (photos, descriptions)

•All requests are logged and require customer approval

•If approved, the system switches from SLA to a controlled Deadline model

•If rejected, the original SLA remains in force

Additionally:

•SLA is calculated as a sum of OLAs across all participants in the service chain

•Time tracking rules allow precise monitoring of each process stage

•Escalations and alerts are fully automated

This approach ensures transparency, prevents manipulation, and allows controlled flexibility in

complex situations.

Asset Management

JUDU manages a highly diverse set of infrastructure assets, each with unique characteristics,

maintenance requirements, and responsible contractors.

To address this, a flexible asset management framework was developed:

•Customisable asset catalogues for different infrastructure types

•Configurable attributes for each asset category

•Rapid onboarding of new asset types without development

Each service request is linked to a specific asset, providing:

•Full maintenance history

•Contractor accountability

•Precise location data

Integration with mapping services enables:

•Visual asset tracking

•Route planning for field teams

•Optimisation of service coverage zones

This transformed fragmented data (often stored in spreadsheets) into a structured, scalable

asset management system.

Contractor Performance and Transparency

The system introduced full operational transparency:

•Real-time visibility of incidents across all assets

•Contractor performance ratings

•Automated penalty calculations based on SLA violations

A key feature is photo verification, requiring contractors to document both issues and

completed work. This allows remote validation without the need for on-site inspections.

Results

The implementation of Yodoo Service Desk delivered measurable improvements:

•Up to 4,000 requests processed daily

•98% of requests resolved within 3 days

•Fully automated service request lifecycle

•Centralised and transparent contractor management

•Accurate SLA tracking with fair penalty mechanisms

•Complete visibility of infrastructure assets and their status

The system evolved beyond a simple helpdesk into a core operational platform, enabling:

•Data-driven decision-making

•Financial control over service operations

•Continuous service quality improvement

Yodoo Service Desk became the central backbone of JUDU’s service management ecosystem,

supporting both current operations and future scalability.