"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.
All relevant information at the front-end – is that really possible?
Do you have all the relevant information at your servicedesk?
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.