Improving the satisfaction level of Internal & External customers and reducing operating costs are critical for Organizations to succeed in the new world economy.
Service Request Management
SMART Service Desk Service Request Management (SRM) system stops paper at the source, helping companies increase accountability and boost productivity. SRM is used by service desk professional from IT, HR, Finance and Administration Departments to support service requests. Service Support Associates can view the requested services, access customer data, check the required approvals and resolve the service requests.
Implementing SMART SRM will achieve the following
Provide all standard services using SRM (such as getting new hardware, new software media and
other HR, Payroll & Facilities services).
Provide a uniform mechanism for processing service requests, by giving reliable information on
availability of service requests and implement an approved process of how to obtain them.
Assist in General Information's, queries and complaints
Authorizations, Assignments & Escalations Alerts
SMART Service Desk automatically routes the service requests for any number of required approvals and then assigns the request to appropriate support associate based upon the rules defined in the workflow. If the SLA is breached an escalation alert can be sent to the concerned manager for further action.
Integrated &Robust Architecture
SMART Service Desk shares a common architectural platform with other modules of SMART Service Desk, offering a wide range of functional and technical features along with flexibility. All modules of SMART Service Desk IT Service Management solution communicate with each other and offer key features such as role based security, business rules definition, administrator tools, dashboards, graphical reports and many more features.
Streamline and automate all Service Request across the organization.
Reduce business service resolution time and service costs using web-based tool.
Develop Knowledge base for online help, guidelines and checklists.
Reduce phone call volumes by providing web-based self-service to your employees or customers.
Enhance the Business unit's confidence and perception of IT Systems.
Improve Customer Satisfaction & Service Staff efficiency levels.