IT customers are increasingly demanding, requiring rapid resolution of IT issues and instant access to up-to-the-minute information on IT services. The service desk is under pressure to keep users up and running, but time spent logging calls means resources are diverted from incident resolution. To solve this problem, IT needs to make it easy for end users to deal with incidents without the assistance of the service desk.
By providing a web-accessible self-service portal, users can log and track their own incidents, find the information they need and search a knowledge base for resolutions without putting strain on the service desk. Combining self-service incident logging, a service catalog, service request system and knowledge management solution, a self-service portal can provide a more efficient interface to meet the demands of the business.
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