Help-desk service is all about business, teams and the most important affiliate/partner is the “Customer”.
Customers respond through multiple channels, and due to traffic, agents are required need to keep track of each of the tickets raised and as well ensure that every ticket is responded correctly on time referencing the correct context.
Competences that evolves with the enterprise business goals
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Incident Management
Identify, track, and resolve high‑impact events - using embedded, proven practice workflows. Single record platform – analyse the event impact, troubles, and change requests in a single platform Incident response analytics - task-oriented view of trouble resolution, automated workflow steps. Priority calculation - high and low‑priority work management based on impact and urgency.
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Productivity
FIORI SAP UX powered by SAP HANA which is the new UI, is powering & speeding-up the processing of data which has improved the productivity thereby unlocking the Fiori's potential.
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Problem Management
Enables enterprises to avoid delays in data export between the systems, but directly reporting from the native ERP database. This also addresses the enterprises data integrity concerns & risks involved.
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Simplification
Issue root cause management and identification and proactively prevent future disruptions. Single platform of record – Identify and address probable errors and fix issue impact all in one platform. Error management documentation Contextual knowledge - Speed resolution, slash disruptions, and diminish effect by solutioning and workarounds. Remedial plans – Reduced future troubles from repetitive incidents; the resource to stop issues at the very source. Automated notifications - Increased transparency and collaborate more efficiently, share updates. Reports and dashboards - Providing functioning transparency, role matrix based dashboards
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Change and Release Management
Accelerate change and speed by automating approvals and control maintenance.
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Request Management
Provide users with an intuitive self-service portal that works on all their devices.
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Predictive Intelligence
Built in Machine Learning application – to simplify and speed up daily routine work.
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Vendor Manager Workspace
Manage and optimize vendor services from a single platform.
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Asset and Cost Management
Costs tracking, Asset quantity, & agreements for hardware.
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Performance Analytics
Unlock insights, trend anticipation, resource prioritization, thereby driving improvement in services.
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Reports and Dashboards
Real-time generation and distribution of customized reports and dashboards.
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Service Level Management
Performance monitoring against service agreements. Prioritization, reassignment, and task escalation.
Streamlined Processes. Improved Compliance. Quick Integration. Analytics & Reporting.
Insights and reports
Measure the efficiency of the customer support with wide-ranging reports and dashboards. Dashboard providing managers quick overview of all the significant measures like ticket traffic volume, customer happiness ratings, and the most threaded tickets, helping managers to take necessary decisions and resolve issues quicker. Measure the response, and resolution times for each agent, can also create and schedule custom reports and dashboards for deeper analysis.
Anomaly detection
AI assistant analyses and identifies glitches that can interrupt the business processes. Prevents delays that are caused the glitches.
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Teams and Agents
- Assigning trouble tickets to teams or solutioning agents
- Adding notes, attaching files against the trouble tickets
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Multiple Channels
- Manage email correspondence and portal-originated communications through an integrated system.
- Integrate any other channels, such as “social media”, into the helpdesk platform.
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Numerous Service Level Agreement
- Create different SLAs for different customers.
- Assure and ensure that the support team ticket completion in a pre-agreed and defined time.
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Notifications & messaging
- Real-time customer, agent and administration announcements, notices and messages
- Enabled automated event-triggered responses
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Security and Communication
- Security being our top priority, ensuring that the data is safe
- All communications are secure.
- Follow industry best practices thereby securing multi-layered protection.
Dashboard and Reporting
Real-time performance tracking performance
Access reports providing insights based on vast range of measurable metrics
Enable improved business decisions and thereby improving efficiency.
Helpdesk solution helps in data-informed decisions, strategies, and workflows.
Information & Data Base Repository
- “How-to's”,
- Troubleshooting
- Best practices
- Task example,
- Templates
- Procedural information
with the knowledge base feature of the helpdesk, guiding agents the ideal support option for handling the tickets and assessment of the best fit for the user support requirements.
Helpdesk portal works on any device and is adaptable, to any device or mobile equipment. Access the helpdesk platform via a web browser which enables to support a remote future.
Providing support, answers to your products and services, bring up-to-date, events & incidents and trouble & issues to your experts on Nexus helpdesk service ecosystem.