Unified case database

Accumulate all cases from your customers and partners in one section of the system. You can classify the cases into different categories: incidents, service requests, advisory services. The system also allows you to assign agents and teams, regulate timelines for case resolution taking into account different time zones and manage communications during case resolution.
Unified case database

Service Desk organizational structure

Take advantage of the best practice model for the Service Desk organizational structure in bpm’online service enterprise. You can easily manage roles, define functions and authorities. Use pre-configured workplaces to improve agents’ productivity and facilitate their daily activities.
Service Desk organizational structure

Out-of-the-box process for incident management

Manage incidents using a pre-built best practice business process. The out-of-the-box process is fully compatible with ITIL recommendations and contains the right sequence of actions to help Service Desk agents resolve incidents most timely and with maximum efficiency. On each step of the process the system helps to control deadlines, prompts important notifications and useful tips.
Out-of-the-box process for incident management

Registration and classification

Instantly register new incidents by recording key information about a customer and incident details. The system allows registering incidents automatically from incoming emails or message from self-service portal. The first line agent will define incident priority, taking into account the urgency, impact level, service agreement, service type and connected CIs.
Registration and classification

Incident investigation and resolution

Run incident diagnostics, formalize resolution and provide information to customers. Use system data to draw conclusions as to whether the incident was a recurring mass phenomenon. A service agent can also search for similar incidents, registered problems or documented known errors. If needed, you can escalate the incident to a higher support line or supervisor. Manage a complete history of case processing. Track case details, tasks, sent emails, phone calls, and knowledge base articles used to resolve the case.
Incident investigation and resolution

Incident closure

Complete incident resolution process by formalizing its results. Bpm’online service enterprise automatically sends a request for customer feedback in order to evaluate the level of customer satisfaction and service quality.
Incident closure

Analytics

Analyze the efficiency of case resolution and identify bottlenecks using the pre-configured dashboards. Take control over your customer satisfaction rating, the percentage of overdue cases, work load of different service lines, etc.
Analytics