Challenging economical conditions, revenue generation is constrained and cost cutting becomes tougher day by day, need a system to identify and address potential cost leakage areas ?
WPA is to enable individuals, growth stage companies and teams within large companies to take the initiative to drive growth and reduce cost with self-service automation
OAS provides systemsto offer flexible easy to use applications for Office Administration.
Follow up and progress tracking Hyperdrive is friendly enough for the entire team, with powerful functionality for projects of any size.
This covers one of the main facets of service automation softare — to assist end users and customers in troubleshooting hardware, software, product, and other technical or operational/process related issues (including, of course, lost passwords). Good help desk software will include rich capabilities for service desk staff to troubleshoot, diagnose and solve issues quickly and effectively. More robust software will enable end users to solve issues for themselves, without the help of the support staff (which is a big plus for help desk operations).
More traditional help desk implementations were client/server based and forced the end user or customer to contact the support desk directly for problem solving and general questions. Today’s modern help desk managment solutions are built with accessibility and mobility in mind, taking advantage of more sophisticated and secure web and mobile technologies — a.k.a SaaS, the “cloud”. Hosted service desk packages make it easier for client sites to implement, while rich web-based interfaces and mobile accessibility apps empower help desk staff, users and customers to troubleshoot issues no matter where they are. Self-service capabilities work to reduce help desk stress and dependency, making for a more efficient and proactive support staff. This leads to higher satisfaction levels across the board – staff, users, and customers.
Key to maintaining an effective help desk (as well as client relationship) is understanding the measures, goals, and key performance indicators (KPIs) that govern the process. Service desk software equipped with SLA management capability helps ensure a more effective process and delivery of support servies. Degradation in service delivery can be costly, damaging, and difficult to recover from. When evaluating software, make sure it includes provisions for SLA management.
A subset of the incident/problem management, knowledge management capability ensures the support desk is not only provisioned with pre-defined problem/resolution “pairs” (to answer the more basic and predictable questions expediently), but also has the ability to “learn” in a sort of “cognitive” fashion. The “smarter” the help desk software in terms of “self learning”, the more effectively the software can help automate end user and customer problem resolution without the need for service desk staff to intervene. On the flip side, making problem resolution data readily available to the support desk staff ensures the quickest and most effective help desk ticket resolution possible. When evaluating software, rich knowledge managment capabilities – including the ability to define problem resolution sets, rules and knowledge trees – will ensure peak satisfaction and service delivery efficiency.