Providing a high-level of service is expensive and time consuming. While business leaders are looking for economic ways to assist their customers, they are also looking for ways to realise their economic strategies. They want their support responses to be efficient and effective.

When a customer has a problem, complaint or question, business leaders want their customers to receive quick answers, straightforward resolutions, and accurate results.

The service desk is the first point of contact for the company; its efficient and effective response to customer's problems and concerns can do much to enhance the reputation of the company. The service desk also provides an organised and coordinated front line to its technical support staff members who are working independently in various geographical locations.

CA Unicenter Service Desk is an industry leading enterprise-level Service Desk Solution that is capable of meeting the most challenging support requirements, yet is also capable of scaling down to meet small and medium service support needs as well. Unicenter Service Desk provides companies with this reliable foundation to improve efficiencies while fostering customer satisfaction and improved productivity.

At Infotech, we work to ensure that only relevant information is provided to the relevant people. To ensure that we are delivering on our promise we periodically ask the following questions:

• Is relevant information being monitored? We obtain feedback from key stakeholders as to what information is considered useful, what is not useful and what additional information would be useful.
  

• Are the key performance indicators (KPIs), (indicating the adequacy of the performance of the service desk processes), still appropriate or should other indicators of performance be used?
  
  

• Is the monitoring frequency correct? For example, counting the number of calls received in a day is useful, but it might be more beneficial for profiling purposes to count the number of calls in certain intervals of time, for instance, ten minute durations and by issue type or category.




• Is the appropriate amount of information being collected? Is the level of detail appropriate for each item being monitored?





• Is the reporting frequency correct? Some reports will be required on a daily (or even more frequent) basis; however, others may be required on a shorter time frame, such as a monthly or quarterly reporting cycle.





• Is the monitored information being distributed to the correct audience? There is a tendency to send everything to everybody, with the result that the majority of distributed reports are discarded without being read.





• Is the information being presented in a suitable format? Are large amounts of detailed data being distributed when a simple summary would be adequate? Would information be more useful if it were presented as a table, spreadsheet, or pie chart?





•  Is the method of distributing reports appropriate? Are printed versions of reports being distributed when they could be e-mailed or placed on an intranet?

For More Information contact our Sales Team