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Technology & Oxygen Service Desk
Traditional IT services businesses, including IT outsourcers, systems integrators, IT consultancies and value added resellers help their clients transform their IT to better support their business or government needs. In doing so they are more than often having to manage, monitor and fix all sorts of problems that can typically arise from a multitude of different technology vendors
Supporting multiple external clients brings many problems. Firstly there is the one of different locations and engineers needing to be on site and then there is the contracts themselves which are made up of different SLAs that are critical to the client. Also critical to these IT Service Providers is having the ability to report on the current status and past activities to ensure total awareness and client satisfaction
How Oxygen Service Desk can Help
Originally designed as a Help Desk Software application for the IT Services market where you are supporting multiple external clients and multiple SLAs from different technology vendors.
Oxygen Service Desk provides the backbone for your service requests, allowing you to manage multiple clients with differing support contracts and SLAs from one location.
Give your clients their own Self Service Portal and allow them easy 24/7/365 access to their support tickets; where they can log, track and update their own tickets.
This solution is ideal for organisations or departments where speed of deployment, ease of use, low cost of ownership and rapid user adoption are paramount.
Provide a superior customer experience
Effective service process will enable employees to deliver a consistent and positive experience for your customers. Ensure individual tasks within the process are completed in the appropriate manner following best practise.
Support technicians can log and track their incidents from virtually anywhere with the multi browser based and mobile interfaces. Give your clients 24/7/365 access to their jobs with the Customer Self Service Portal.
Gain real-time visibility and control over service processes
Real time access for managers with live alerting for SLA breaches, allowing for immediate response. Report on workload and workflow patterns for better resource allocation and productivity.
Ensure data quality and integrity
Process models that actually run the process provide consistency and adherence to your clients differing business requirements. Accountable and auditable compliance of process, policy and best practise.
Enable collaboration for your Support Teams
Automatic notifications and work routing across divisions, departments, and suppliers reduces time, errors and the manual handling of process requirements.
Extend the value of existing applications
Leverage existing applications like CRM and Technology Tools by filling in the gaps created with a joined up bolt on.
Respond to change faster
Revise processes to respond to competitive demands quickly and with minimal impact on the business.
|Process Automation Engine
||Ensures per-defined processes are mobilised, accountable and auditable
||Better quality of service
|Multiple Service Desk
||Enables shared services and improves Return of Investment
||Complete control over customisation without the need of additional consultancy
|Complete Audit Trail
||All activity time date stamped
|Manage tasks across multiple departments and organisations
||Guarantee service requests are fulfilled once responsibility has been allocated
|100% web based
||No expensive infrastructure required, easy to access from anywhere
|Powerful Reporting Module
||In built Management and Trend Reports, easily configurable
|On-Demand SaaS or Perpetual License Modelling
||CAPEX or OPEX pricing structure to fit within your budget
||Gain quick benefits for your organisation