CRM Service- and Help-Desk-Processes

A focus of our CRM consulting offerings has always been CRM Service and Help-Desk processes. ecenta disposes of several years' experience in this area which was and is being integrated also into SAP® standard service processes and Business Information Warehouse (SAP NetWeaver BI) content.

A recent example is IT Help-Desk processes which are designed for handling service tickets in a structured way. These tickets are created in the service organization of bigger companies via different channels, such as telephone, email or an Internet self service application (e.g. SAP ICSS). For reporting purposes later on in BI, the tickets are classified manually or (semi-)automatically and then solved either by the first support level directly or they are forwarded to specialist workers on other support levels. For solving the reported problem, the agents can use knowledge databases, such as the whole base of solved tickets. The system makes sure, for instance by the use of alerts, that Service Level Agreements (SLA's) are met, i.e. that the tickets are processed within given time frames which can also be taken over from service contracts.

Information about all the necessary steps that were performed in order to solve the problem as well as follow-up activities within the whole process are stored in the service ticket and can later on be used in BI reports in order to create statistics about how long the problem solving takes on the average or which support levels solved how many tickets in a given time frame.

Our customers in this area come from a variety of industries, such as automotive, telecommunications and packaging.

On the basis of the IC WebClient (or the IC WinClient), we offer such Help-Desk processes including the BI part also as fixed-price solutions. Needless to say that our solutions fulfil the functional requirements of the relevant ITIL® processes.