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. Some like to phone, others prefer to write an e-mail. Others enter their request via a web portal. Perhaps ChatBot when it needs to be completely modern. For a company, this means a great deal 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 with a request. Routing an enquiry or customer report to the right contact person is therefore the first important task of service desk software. Finding the right consultant 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 does the history look like? Should or may the customer contact the 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 their head. A knowledge database, which uses intelligent search functions to provide knowledge, is therefore part of any good service desk software. It should also be possible to record your own knowledge as easily and efficiently as possible.

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, communication and documentation to time and expense 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 analyses ensure that the large amount of information that ends up in a service desk software becomes valuable information. This is helpful for a continuous improvement process.

Service and support tickets with MariProject

That Support desk (User Help Desk) from MariProject provides online customer support 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. You also 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
Once the support order has been completed, employees at the support desk record the time spent on each process. The project manager releases the data and the accounting department invoices the approved amount to the customer.

Support evaluations

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

SAP B1 blog