Home All relevant information at the front-end – is that really possible?

All relevant information at the front-end – is that really possible?

Do you have all the relevant information at your servicedesk?

  • "We need a solution that allows us to generate internal management reports as well as reports for our customers; the Mansystems configuration management tool would be very useful,” says Karsten Merschjan manager Service Operations at T-Systems.

    T-Systems gets increasing service requests under control with ExpertDesk

  • "We need a solution that allows us to generate internal management reports as well as reports for our customers; the Mansystems configuration management tool would be very useful,” says Karsten Merschjan manager Service Operations at T-Systems.

    T-Systems gets increasing service requests under control with ExpertDesk

  • “The links to other suppliers enable us to assign tasks electronically as well as to track and trace their progress. This boosted the quality of our service delivery as well as our employees’ efficiency,“ says Max Mientjes, Manager Service Assurance at Tele2

    Tele2 automates service chains across company boundaries

  • ”Our research proved Mansystems’ ExpertDesk to be the best solution for us. We were dealing with a tight deadline, so it was essential that the solution could be implemented without problems and within a certain time frame. Mansystems’ expertise level is more than sufficient, and they were able to switch very quickly. The solution was delivered on time and we were able to go ‘live’ within the desired time frame”. Everhard Wienke, Manager Development at Reggefiber Operator BV.Reggefiber automates its entire order process

Data but no information

You dispose of many analysis tools, but your are still missing the relevant information at the front-end. Your customers report their problems through the service desk, also called the first-line. Frequently the first-line is not able to solve problems and thus forwards them to resolving agencies, consisting of more expensive specialists. Because information is missing at the front-end, the specialists are often faced with problems that should be dealt with by another group of specialists. Or they receive very limited information from the first-line, which causes these specialists to spend a lot of time on resolving problems. Meanwhile, the customer keeps on waiting for a solution, which comes much too late – in his view - and is therefore dissatisfied.

Better and quicker service to your customers

You want an application enabling you to deliver unambiguous and complete information to all parties -  your customers and your internal organization. You are aiming for improved and faster service without additional costs. You are looking for a tool which makes service the main focus in your organization again - while retaining the service process that has been set up.

Combined tool: ExpertDesk and Service Highway

The service management solutions of Mansystems make the above happen. Our application ExpertDesk, with the Service Highway solution integrated, provides a very powerful set of instruments to have the first-line solve problems better, faster and at lower costs. In this way, you can organize your processes better, faster and at lower costs as well. ExpertDesk ensures that your specialists will only be asked to step in, if they are really needed and if so – they will be supplied with all necessary information. During the solving time your customer will be constantly informed about the status, which leads to increased customer satisfaction as well.

Gartner says:

“An IT service desk suite of tools that contains functionality for incident, problem, change, configuration, release, service request,knowledge, and self-service management might sound enticing to an IT organization, but if they only have the resources, business case, and maturity to successfully implement incident and change management within the next three years, then they probably could have found a more appropriate tool….”

Source: Gartner trends ITSM Market 2011”.

Service Highway:

Service Highway is the first service assurance collaboration platform. Instead of having one department handle all assurance aspects, different departments can work together to solve known problems and optimize the service assurance process. Technical engineers deliver working solutions to the business, which in turn embeds them into their service process. Instead of centralizing technical solutions into 1 system, Service Highway stimulates the decentralization of tools.