SapphireIMS has announced that SapphireIMS has strengthened its service desk offering, to enable the enterprises to provide an improved and better customer service and experience. It helps the CXO's and decision makers to observe entire service delivery operations.
The service helpdesk allows the organization to operate across 28 States taking into considerations the different business hours and holidays. It allows the single SLA rule definition which can encompass different business hours and holidays rather 28 separate rules.
SapphireIMS’s service notification layer supports E-mail, SMS and custom actions. To conduct on-line user feedback surveys CSAT interface has been created for each ticket. Pre-configured reports for SLA compliance, call analysis, call status, performance etc. will also be offered by this service.
It also offers Integration with SapphireIMS Business Service Monitoring (BSM) for automatic ticket generation from Alarms and Alerts and SapphireIMS Asset Management (AM) for linking assets to service requests and asset processes. The new service of SapphireIMS also creates a scheduler which acts as a backup for ticket creation for routine jobs.
Shafi Ahamed, CEO and Co-Founder ,Sapphire said, "SapphireIMS Service Desk provides a framework that easily aligns with the ITIL processes through a highly customizable workflow framework, enabling enterprises and managed Service Providers to model their service delivery processes and manage it comprehensively. SapphireIMS service desk is being used by a large number of customers for managing their support function in organizations which have users ranging from 100 to 8000. It has helped organizations to reap the benefits within 6 months of deployment as it undertakes the implementation exercise to ensure successful roll-out for each customer. "
