Service management for internal and external customers is a challenge for you because received service requests are unstruktured? Many businesses make use of historically grown support email distributors and service hotlines to triage service reuqest to employees. Simultaneously serivce requests are being sent to known employees, to faster receive an answer. The main challenge in this scenario is not loosing focus, to ensure an overview and prevent the same service requests from being processed multiple times. Simultaneously this challenge presents itselfs as major opportunity for your business: by optimising the service management processes you can not only increase effiency, but also overall customer and employee satisfaction.

Service management software that promises exactly this is often neither intuitive nor does it enable dialog with the customer. This leads to support communication taking place simultaneoulsly while processing the service request.  requirements for ITSM software have vastly increased over the past years. Digital communication has taken a front row position and international studies have shown that customers wish for a simple web portal, to raise service requests and to communicate easily and quick with the customer service.