Customer-related reporting of helpdesk services according to the agreed service level agreements (SLA) for service providers based on service and support tickets
fusionPOINT GmbH has now developed a new Managed Service offer for the end-customer-related reporting of helpdesk tickets. This offer is primarily aimed at medium-sized companies.
IT and communication service providers, system houses, SaaS providers, consulting firms, call centers and other service providers can easily document the support provided to their customers. A report related pricing model enables a quick and uncomplicated introduction to ticket reporting. It is usually very easy to prove the services of the Helpdesk in general. However, the challenge lies in delimiting the respective responsibilities of customers and service providers in reporting and presenting them in a comprehensible manner.
The Helpdesk's task is to solve customer queries and problems as quickly as possible. However, when it comes to the question of whether agreed response and solution times have been adhered to, the current helpdesk systems reach their limits. For example, delays that the service provider is not responsible for have to be deducted. In practice, reports are often created manually and tickets are simply 'corrected'. However, this inevitably leads to the fact that transparency and traceability of such a report fall by the wayside.
For further questions and information please contact us.
We will be happy to advise you.
Dr. Josef Schneider
Campus Neue Balan
Claudius-Keller-Straße 3 B
Tel.: +49 89 1894743-88