All relevant information is managed in one system
Increased transparency for each team
Reduced response times
Efficient escalation processes
Faster, cross-team communication
Improved inquiry handling quality
Improved service quality
Simplified evaluation
Unified knowledge transfe
Role and Authorization Management
Service Center
Prioritize and assign tickets
Ticket history
Telephone communication channel
E-mail communication channel
Chat communication channel
Standardized and automated workflows for transaction processing
Predefined service process types, dependencies, checklists and escalation rules
Integration of flanking services - such as e-mail or CRM systems
Integrated knowledge database
Customer portal
Chat
Transparency and reporting on service performance by providing statistics, evaluations and key figures
Customizing option with regard to company-specific services and databases
ALPHA COM Deutschland GmbH is a nationwide service provider for the professional processing of documents in analog and digital form. With flexible concepts, ALPHA COM brings incoming information efficiently and promptly into business processes and ensures that information is archived securely and electronically. This saves their customers time-consuming manual routine tasks, increases data quality and reduces research effort.
The IT service desk, in particular, has to deal with a large number of different inquiries from customers and employees every day. Handling these requires technological support in the form of a modern IT service management (ITSM) solution. The system used at the time no longer fully met the existing and constantly growing requirements.
In order to process requests with the shortest possible response times, increase service quality and ultimately customer and employee satisfaction, ALPHA COM decided to use the OTRS solution, a work structuring and communication solution, in 2017 and was soon able to document positive effects on the work of the IT service desk.
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