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Service for service
At the company service desk all requests by staff are collected and processed centrally. Most of the incoming calls require precise knowledge on the caller, his workstation, his position in the company. Also many queries are not finalised immediately: they require further communication, perhaps in conjunction with other experts. If the required data is not immediately and clearly available this can mean additional administrative expenses and therefore higher costs.
Spider service desk collates all the relevant information required for efficient call processing. The telephone number already identifies the caller. The most recent queries appear automatically on the screen. The service staffer decides what action is to be taken.
When the caller formulates his questions the service desk staffer captures the relevant data. The system checks on the data base whether a standard solution for this task is stored which could lead to a speedy resolution. For more complex cases the structured, easy to evaluate logging of the call is supported.
In the Self Service Module all personnel can enter their queries online. The assistant recognises the type of query based on the nature of the details given and guides the person seeking assistance through the data capture. Many queries can be captured in this manner without the help of a service staffer, thereby placing less stress on staff in answering telephone calls. Each request, each call, follows a strict procedure. After capture they are categorised. Since Spider Service desk offers solutions to frequently occurring questions independently, many questions are already resolved at first contact. More complex questions are analysed by categorising and assigned to a solution path.
| Information Bank |
Often 80% of requests can be dealt with according to standard procedure by using Service Desk. If the question is correctly allocated, it is often seen that the solution has been available for a long time. The integrated information bank has these solutions available so that the service staff can find the shortest route conforming to procedure in their work. |
| Self Service |
| Many queries to the Service Desk can be formulated online. In the self service module the client is taken through co-ordinated dialogues and can capture his problem in a structured manner. The resulting ticket is integrated into processes and therefore the issue is quickly solved. There is noticeably less strain on the telephone hotline. |
