Manage multiple clients
Maintain and personalise individual contacts and accounts, establish business relationships, configure business rules, set up unique SLAs for each account, boost customer satisfaction, and more, all from a common platform.
Efficiently manage incidents from every account
Automate incident management by organising tickets from different accounts, assigning incidents to appropriate technicians, and resolving recurring incidents so that the service desk team can focus on more productive tasks.
Display all available services in a service catalogue
Organise services into service categories and publish them in the client’s self-service portal. Create customised workflows and automated processes, and associate appropriate tasks and SLAs with services to quickly fulfil client requests.
Increase customer satisfaction with a knowledge base
Boost an existing knowledge database or build a new one from scratch with easy templates and resolutions from previously solved tickets. Technicians can learn and record do’s and don’ts for future reference when solving complex issues.
Take control with easy change management processes
Implement changes in a controlled and structured environment to reduce their impact. Complete approval cycles are also available depending on the type of change.
Use advanced analytics to stay on top of services
Quickly access the service desk’s key performance indicators without writing complex database queries. Use analytics to proactively identify avenues for service improvement, client acquisition, revenue generation, and new service offerings.