IT companies providing outsourcing management of SW and HW

 

Missing detailed information about customer's IT infrastructure?

Prevention and solving problems can become difficult because of unsufficient knowledge of all aspects of maintained IT systems.

Solution

Thanks to the solution Customer Monitor, you may view all details of each customer´s HW infrastructure anytime, the information is automatically collected from the computers and divided into zones with automatic evaluation of the most important parameters.

 

Our IT management tools are not effective

Facing the problems when using various, third-party tools while providing outsourcing and maintenance of customer's IT?

Solution

Integration of Customer Monitor into CDESK provides a complex, yet simple tool for remote maintenance of all aspects of your customers´ IT systems. CM contains a lot of functions far excessing all competing products. Along with CDESK, these functions united at one place make the technicians´ job significantly easier, as they may write requests and fulfillments right on the devices.

 

Reactions on occurred problems are not swift

Prevention and quick problem solving is an important indicator of quality of provided services and reliability of your company.

Solution

The solution Customer Monitor implies 24/7 online monitoring, which will warn you about all relevant changes of the monitored parameters. If an error occurs, you´re informed immediately by e-mail notification or by SMS message. For these events, you may have a CDESK request for a concrete customer and solver created automatically.

 

Are your technicians substituable in case of need?

Employee responsible for customer went on holiday, representing person need all detailed information about solved problems to maintain the professional quality of provided services.

Solution

In CDESK, it´s possible to set substitution of operators for a selected period. During this time, the substituting operator will have his working environment extended of all detailed information about unfinished work. This way he can easily follow up his colleague´s work and offer full service to the customer

 

Discussion and files necessary for work are not grouped at one place

There's no clearly arranged communication and files regarding to exact solution, it's difficult to find arguments and agreements quickly.

Solution

The company´s communication with customers and between the employees runs through CDESK, where it´s precisely assigned to a specific task. You may follow up a discussion anytime, historically search for steps and solutions agreed with the customer.

 

Is your charging policy clear and simple?

Need effective system in invoicing of diverse cases - flat fees, additional hours, extra charged fees and unit prices for your provided services?

Solution

CDESK provides an option to bill work to the customers precisely according to your company´s needs, with options of simple and transparent invoicing. The option to invoice work within a lump fee is obvious, as well as work beyond the regular fee in various rates, and also invoicing of one-time jobs. All invoices can be viewed anytime, as well as sent to the customer.

 

Reporting customer's satisfaction?

You're not able to demonstrate the quality of provided services and reliability with level of satisfaction to your customers.

Solution

Integral parts of CDESK are transparent, unambiguous reports and stats, by which you can demonstrate the quality of your offered services to every customer. Each customer, after his task is solved, has an option to give feedback of his satisfaction with the solution provided by your employees.

 


 

These problems were solved with product: CDESK Service desk

Used modules - included in product:

  • Cases (projects) - keep simple evidence of unfinished work, structured under specific customers
  • Communication with chat - quickly chat and react on questions from operators and customers, spread bulk messages to groups, create requests dire
  • Mobile application with offline functions - access CDESK and manage tasks from anywhere, on the run
  • Helpdesk with SLA - clear overview of all opened tasks workflow management and compliance with deadlines, stored communication under specific events or customers

Used extensions - extra charged:

  • Billing of work, structured contracts evidence  - creation of business agenda and invoicing of specific fulfillments and services entered in CDESK by operators, clear evidence of various contracts and projects
  • Message processing (All e-mails to CDESK extension) - automated sorting rules for creating new events in CDESK on e-mails coming to your company addresses, setting of responsible persons for processing of all other messages
  • Integration IT monitoring Customer Monitor - our complex monitoring and management tool covering all needs in managing IT