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Service Desk

Omni-channel approach to engage with your users, provide complete visibility with centralized control over IT incidents to deliver elevated customer experience

Service Desk

Our Offerings

Omni-Channel Service Desk

We are a distinct advantage in transforming IT teams from day-to-day fire-fighters to the most efficient ones, delivering splendid customer service. We offer extraordinary visibility and centralized control in managing IT issues to ensure that organizations endure no downtime.

The omni-channel approach we follow, provides organizations a single, unified experience for their customers across all channels. Our omni-channel service desk engages the customer to initiate an action in one channel, and seamlessly transit to another.
We help you entertain your customers through the channel they prefer and operate as a single channel or brand, orchestrating customer experiences at all points of interaction.

SLA Management & Reporting

Heard of any organization that does not want its mission-critical workloads to be available, accessible and efficiently performing at optimal levels always? Any unsolicited downtime or deprivation in performance not only has a potential impact on your commitment to service delivery but also affects revenue streaming.
Our SLA management & reporting team monitors the availability and performance of your critical applications and ensure that you consistently deliver on service commitments. Meet your business goals and drive higher business value through our all-in-one management of IT and IT processes.
We help you align your critical business needs to your IT infrastructure while optimizing operational costs with improved efficiency of IT processes. In addition to 24×7 monitoring and support, we focus on customer satisfaction enhancement, reducing disputes between consumers & service providers followed by efficient SLA reporting service.
Our daily, weekly, monthly and/or on-demand SLA reports for consumers provides insights on:

  • Whether a service provider meets customer expectations
  • Up-to-date statistics of availability and performance in comparison with your SLA
  • Days and times when the SLA is not met
  • SLA violations to insure refunds/settlements

Our SLA reporting for you as a service provider:

  • Demonstrates your customers that you are focused on maintaining their uptime
  • Delivers customers with SLA uptime success reporting
  • Shows them actual uptime of your service/application, helping you elude unnecessary refunds or chargebacks
  • Enables you to identify responsible parties for SLA failures.
Workflow Automation

Now manage all your customer service operations & tasks more efficiently, and set your own service desk workflow with our flexible, all-encompassing workflow automation service. We automate your entire help-desk process to eliminate redundant activities that take up a lot of efforts and time if executed manually.
Our automation service enables you to organize all your IT service requests, assign raised tickets to respective engineers and prioritize the same for better customer experience.
The workflow automation approach we follow includes tracking down customer & support engineer interaction in order to automate tasks that are more relevant to your support system based on these actions. This helps you remove clutter and increase productivity of your support system and eliminate unnecessary downtime.

Asset Management

Our elite professionals organize and keep track of your critical resources, products, and business contracts, thereby enhancing the manageability of your assets. Added to complexity reduction of asset lifecycle management, utilization, planning, and budgeting, you gain complete visibility into the related operations network for precise decision making.
Inventory management (Hardware and Software)

  • We not only manage the software and hardware of your inventory system but also help you with your global supply chain management, help prevent stock-outs, and control the costs of your indirect materials.
  • We ensure safe packaging and accelerated shipments of your products, providing you complete, real-time visibility into your dispatched inventory and supply activity.

Asset lifecycle management

  • We save you from the complex management of your organization’s critical assets by managing their entire usage lifecycle; from acquisition to the disposition of your assets.
Tool Integrations

We empower you to connect and integrate tools and applications that are best-suited for your business, cost-effectively. With seamless synchronization, migrations and integrations of various tools, we deliver a collaborated and highly productive milieu for development purposes. Leveraging our integration service, you can establish cross-tool and cross-team collaboration over diverse frameworks.
Our service portfolio encircles tools integration of various technologies from all phases of Application Lifecycle, DevOps, and more.

Vendor Management

Our vendor management service helps organizations in eliminating unnecessary expenses on inefficient vendors, driving excellence in service, mitigating risk and making the most out of their vendors throughout the contract life cycle.
We help you choose the right vendors for your business, organize them in line with right contract, decisive metrics and relationship. We also give you a complete picture of ideal number of vendors, risks associated while using those vendors and best-suited approach to establishing a vendor management system that caters to all your enterprise needs.
This empowers companies to ideally grow, manage and control vendor contracts, connections and execution of successful delivery of committed products and services. This helps you achieve business goals, abate potential business disruption, avoid vendor lock-in, and minimize contract & delivery failure.