About Company Z:
Company Z is a large consumer durable distribution conglomerate with more than 3000+ trade partners across the country.
With a large number of employees spread across the LAN and WAN and also a large customer base needs an ITIL Incident management that would effectively manage and automate stringent set policies in the organization and also be able to handle the following;
●Manage and track all incidents easily with a defined process through the entire life cycle by configuring custom statuses.
●Automatically assign tickets based on technician expertise or groups for accurate, timely resolutions and prevent recurrence of incidents.
●Ensure timely resolutions by defining response and resolution SLAs with defined escalation paths.
●Get regular end-user feedback and measure satisfaction levels by rolling out user surveys at predefined intervals.
●Account, Contact and Contract management including the products/services purchased, contracts they are entitled to.
Standard edition of Servicedesk Plus and Professional edition of SupportCenter Plus was the best solution for the challenges because of the benefits below;
Benefits of the Solution
●Self-service Portal, highly customizable.
●Real-time Reports, Dashboards and KPI.
●Request Tracking, Archiving, and Automation.
SupportCenter Plus is a webbased customer support software that lets organizations effectively manage customer tickets, their accounts and contact information, the service contracts and in the process providing a superior customer experience.
ManageEngine Servicedesk plus is a complete ITIL ready ITSM suite that improves the quality of service provided and also enhances customer satisfaction. ServiceDesk Plus is a game-changer in turning IT teams from daily firefighting to delivering awesome customer service. It provides great visibility and central control in dealing with IT issue to ensure that businesses suffer no downtime. For 10 years and running, it has been delivering smiles to millions of IT folks, end-users, and stakeholders alike.