All-rounder in service: the service desk

People are different. Customers also have different needs as to how and when they want to get in touch with their IT service providers. One likes to make a phone call, the other prefers to write an email. Others enter their concerns via a web portal. Perhaps ChatBot when it has to be completely modern. For a company, this means a lot of effort if this bandwidth is to be offered to its customers.
This is where an integrated software approach is supposed to help: the service desk. Basically, this is a combination of a ticket system and a helpdesk. This is where all comments, complaints, error messages and requests come in and should be channelled through the company as efficiently as possible.

Landing correctly through the Service Desk

Everyone knows the frustrating experience of being sent from one person to another for a request. Directing an enquiry or customer message to the right contact person is thus the first important task of a service desk software. Finding the right advisor for the right product at the right time with the right priority is the task of a service desk.

All customer data immediately at hand

Which product does the customer have? In which version? What is the history? Should or may he contact Service Desk? Does the customer have the necessary licences, serial numbers, maintenance contracts, etc.? All this customer information should be immediately available from the service Agent be retrievable.

Knowledge repository for better service

A service employee cannot answer all questions off the top of his head. A knowledge database that uses intelligent search functions to make its knowledge available is therefore part of every good service desk software. At the same time, it should be as easy and efficient as possible to record one's own knowledge.

Efficiency in the processing of service tickets

Switching between different tools causes effort and provokes errors. Everything should happen from one interface when processing tickets. From recording to communication and documentation to time and effort recording.

Deposit of SLA specifications

Once you have reached an agreement with the Service Level Agreement agreed, the software must know about the agreements and control the process with regard to the time and quality specifications.

Overview and information

Dashboards and evaluations ensure that valuable information is obtained from the many pieces of information that end up in the service desk software. This is helpful in a continuous improvement process.

Service and support tickets with MariProject

That Support desk (User Help Desk) from MariProject grants customer support online for first, second and third level support. In particular, the ticket system is helpful for processing software messages from IT service providers.

Thanks to the integration of MARIProject in SAP Business One, hotline staff have all the information they need to process enquiries at their fingertips: Customer master data, projects, products used, etc. In addition, you benefit from these functions:

Add documents and photos
Document online processing
Customers online access
Making data exchange with customers easier
24/7 processing for all parties involved
Priority level assignment
Definition of Service Level Agreements
Integrated time recording
Evaluate & invoice support orders
After completion of the support order, employees at the support desk record the time spent on each process. The project manager releases the data and the accounting department invoices the released amount to the customer.

Support evaluations

All recorded data is available for evaluations. In addition to preconfigured analyses, you can set up individual, graphical dashboards with SAP Business One Version for HANA, such as "Processed tickets per customer" or "Actual hours compared to billable hours". Dashboards allow you to quickly identify weaknesses and potential.

SAP B1 blog