Track Incidents reported by all your customers
Manage Incident Tickets of Customer along with Intelligent Dashboard
Make sure you support items covered under warranty
Manage Work Orders for Repair Jobs
Create Sales Quotes or Invoices
SMART Managed IT Service Providers Solution
Globally IT service providers are rushing to embrace managed services as a means to boosting their productivity and profitability in an increasingly competitive market space, SMART Service Desk – Managed Services Providers Edition (MSP) is a Solution designed for MSPs using ITIL 2011, industry standard for IT service management.
SMART Managed Services Software solution, has out of the box integrated modules such as Customer Account Management, Incident Management, Customer Asset Management, Knowledge Base, Service Level Management, Procurement, Contract Management& has ability to be customized to support ever evolving new service models.
Features & Benefits
- Full feature Managed Services solution that comes with best-practice business process flows.
- Ease of Customization and Administration without programmers.
- Comprehensive Service Catalog to support Incident or Request Models
- Single and Multi-Tier Account Management support
- Automatic Ticket Dispatch with Business Workflow Automation
- Automated Billing Customization as per client requirement
- Automatic email to ticket conversion
- Easy to customize Request Forms,
- Customer Feedback Surveys
- Multi-Site Support
- Remote Desktop Sharing
- Search Query Builder
- Notify Technicians using Email / SMS / Social Media
- Holidays / Operational Hours
- Customer Self Service Portal
- Integrated with Active Directory, MS Exchange, Twitter, VOIP and any Contact Center solution.
- Ease in importing data, from CSV / Excel files
- Canned and Adhoc Reports based on ITIL
- Scalable software so as to support up to 10,000 concurrently logged in users.
- Export Reports or Query Data as CSV, XLS & PDF
- Management Dashboards
- Customers can access software using browser or dedicated SMART phone Apps.
- Choose between On-Premise or On-Demand (SaaS) Offering, as per your convenience.
- Faster Implementations, you can get you up and running from day one.
- Reduce IT support costs through self-service and user feedback using surveys.
- Enhance staff productivity and consistency by automating processes, policies, procedures & tasks.
- Eliminate recurring incidents through embedded problem & knowledge management processes.
- Integration available with SMART Quality Management System to meet ISO 9001, ISO 27001 & ISO 20000:2011 requirements.
- Guaranteed Reduction in support Costs & Reduce Your TCO Access to all modules in an integrated manner.
- Support 24/7 help desk support
- Reduced costs via improved efficiency of operations
- Manage multiple accounts with a single Helpdesk
- Provides for a smooth and consistent response to any request from customers
- Enhance visibility for Service Provider Management and the customer on the progress of the response
- Maximize availability of your self-service environment by Requisitioning and Order Approval workflows
- Service provider has visibility into all of the costs of maintaining assets and providing services
- Supports Single point of services accountability for day-to-day support management, allowing customer staff to focus on core business
- Provides operational assessments on a regular basis for timely and informed decision-making
- Strategic alignment of business services to support evolving business and IT objectives
- Benefit from a single point of contact for status information
- Make more informed decisions