SERVAplex
specialises in providing high-end software
solutions for small to large enterprise
customers. We offer the IT sector reliable,
proven and best of breed products and
can provide the expertise to implement and
support the high-end solutions required to
ensure IT infrastructure reliability.
We maintain close relationships with our software and hardware partners, enabling us
to provide an enhanced value service to all our customers.
Our sales and technical staff attend regular partner training courses to
update and maintain the skills and knowledge required for our complete
product range.
LiveTime Support Desk
LiveTime Support Desk
the ultimate Customer Support
Solution
You have ensured your customers
bought the very best product for
their needs but how do you
reconcile this with your
customer support? Can you
guarantee your customers support
requests will be handled in a
timely manner?
Customer satisfaction is the
basis for customer loyalty so it
is imperative to provide timely
and accurate support. By
enlisting LiveTime Support Desk
as part of your customer support
team you:
Allow customers to log and
manage incidents via email
Provide a self-help and
incident tracking facility
via the customer portal
Provide 24/7 support across
all time zones
Allow business partners to
support issues specific to
their products
Can set SLA relative to
customer requirements.
Incident Management
Immediate access to complete
client history
Monitor audit trail of
individual incidents
View staff schedules,
workload and productivity
Automatic reminders and
incident escalation
Track, reassign, escalate
incidents
ITIL compliant
Multi-tiered escalation
pathways
Email Automation for
on-the-fly case creation via
email.
Management Reporting
Extensive built-in reports
for managing workflow and
performance
Organization reports
Technician reports
Service Level reports
Problem type reports
Instant access to key
metrics
Drill-down Dashboards.
Service Level Management
Time based Service Level
Agreements
Fully configurable
Support for international
time zones
Triggers and notifications
sent via email and SMS
SLA's can be set to specific
customer and product
requirements
Knowledge Management
Manage knowledgebase
articles by topic or
popularity
Search engine technology for
comprehensive knowledgebase
searching
Add questions, answers and
resolutions
Allows unlimited number of
attachments
Article creation based on
specific products and
versioning
Most popular article count
Public and private access to
articles
Full indexing and searching
of attachments.
Self-Service
Customers can enter and
track the status of their
own requests online
Customers can search the
online knowledge base for
instant help and resolution
Business Partner access
Clients can edit and close
their own requests
Rapid problem resolution.
Application Server
Technology
Over five times faster than
competing applications
Highly scalable;
accommodates unlimited
number of users
Quick
Calls
Save time by setting templates for common problems
and solutions. Quick Calls mean recurring incidents
are logged quickly, assigned automatically, and
resolved in a fraction of the time it would normally
take.
Customer Support Portal
Provide your customers with a 24x7 support service
via the client portal. Give customers access to
knowledgebase articles for self-help and allow them
to log, monitor, or even close an incident.
Consistent Company Branding
Complete support for Cascading Style Sheets level 2
(CSS2) and HTML 4 means your support service can be
branded in-line with organization requirements.
LiveTime Support Desk allows you to control the look
and feel of the service you provide.
Business Partner Access
LiveTime Support Desk allows business partners to
work directly on their client's incidents. This
guarantees your customers are given the most
efficient service but ensures you are in control of
the support provided.
