Technical Support/Service Requests

Technical Support/Service Requests2018-10-10T13:49:01+00:00

Challenge:

Devise a workflow for efficiently logging, fulfilling and reporting requests for technical support or service.

Solution:

  • Online forms can be customized in TAP to prompt requesters for all necessary details.
  • Workflow automatically notifies and assigns new support/service cases to available or pre-designated IT technicians.
  • Automated notifications tell requesters their request has been logged for service and/or when it’s completed.
  • Automated reminders ensure IT stays on schedule to fulfill requests.
  • Inactivity alerts and escalation notices can inform administrators if there’s been no activity or resolution on a request after a specified time period.
  • Integration with IT asset tracking systems can create a repair/service request history for those assets.
  • Mobile access lets workflow participants access and act remotely.
  • Centralized dashboard provides visibility into all tech support/service request workflows across the organization.
  • All workflow records, assets and documentation are centrally stored in a secure repository for later audit and analysis.

Benefits:

  • Form and workflow customization means precise processes can be installed for any conceivable incident.
  • Improved efficiency and process acceleration reduces costs.
  • Expedited responsiveness promotes improved employee morale.
  • Minimizes impact of tech support / service-related issues (such as employee downtime due to device failure) by automating notifications to drive immediate responses, even from remote personnel.
  • Centralized monitoring drives real-time transparency and improved governance.
  • Performance audits and analysis can be done in detail thanks to automatic archiving of workflow records and data.

What are you waiting for?

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