All Customer Interactions in a Single Interface
Help Desk enables all customer interactions to be gathered in a single interface, conversations over different communication tools to be easily linked together and the request to be quickly routed to the relevant department and support requests to be categorized. At the end of the day, with Help Desk software, chaos and confusion are replaced by order, automation and customer satisfaction. Problem notifications, requests and complaints for all technical maintenance and support services at facilities, campuses or workplaces are recorded in a single data center, while service results, experiences and solutions for the relevant services are recorded in the same environment, strengthening the corporate memory-knowledge bank.
Various Communication Channels: Customers can easily follow facility management processes and submit their requests via phone, e-mail, web, mobile application or written notifications.
Automatic Call Generation:
Alarm systems within the facility create automatic calls when they detect emergencies, enabling rapid intervention.
IVR Integration: Integration with the IVR system increases customer satisfaction by routing calls quickly and effectively.
Voice Recording Integration: By recording incoming and outgoing calls, it offers the possibility to evaluate the quality of customer service and use it for staff training.
SLA Matching - Automatic Routing: Automated routing according to Service Level Agreement (SLA) targets provides customers with fast service that meets set standards.
Missed Call Callbacks / Late Answered Call Records:
By automatically returning missed calls, you can resolve customer requests without missing them.
Call Merge / Call Cancellation:
The ability to merge or cancel calls makes on-site communication more effective and faster.
Performance Parameters and SLA Management: Setting service level agreements (SLAs) and tracking specific performance parameters. Continuous monitoring and management to meet targeted service levels.
Category Protocol: Categorize help desk requests and issues. Create specific protocols and resolution strategies for each category.
Problem and Demand Management:
Effectively manage user-reported issues and requests. Monitor resolution processes and ensure that issues are resolved quickly.
Complaint Management: Recording user complaints and responding to complaints in a systematic manner. Monitoring the resolution processes of complaints and creating development opportunities.
Help Desk Service - Annual Reports: Generate detailed reports on help desk activities. Analyze resolution, response times and other performance indicators.
Administration Help Desk Monitoring and Approval Screens: Screens for administrators to monitor helpdesk activity and fast approval processes for emergencies and large-scale issues.
User Management and Authorization: Manage user accounts and control authorization processes. Define different user roles and authorizations.
Reduced Time and Cost, Improved Operational Performance
Founded in 2005, Signumtte is a subsidiary of ARD Informatics and Controlmatik Technologies. As an R&D company, it develops innovative software solutions to add new value to its customers.
