SELF-SERVICE
Give employees and customers the ability to find quick answers to their questions, report issues, or initiate service processes on their own. This improves efficiency, relieves the service team, enhances service quality, and thereby increases satisfaction – a win-win for the organization, employees, and customers.
Employees, partners, dealers – the possibilities for using the self-service portal are numerous. All users benefit from being able to create service requests quickly and compactly directly through the portal. Flexible and runtime-adjustable ticket forms ensure a concise and flexible inquiry of the relevant information for each specific request type.
Offer employees and customers easy access to the self-service portal, e.g. via the intranet or website. To authenticate users, you can integrate one or more authentication systems, such as Active Directory, LDAP, or a customer database with OTOBO.
Even more convenient for your users is access via Single Sign-On (SSO), e.g., in conjunction with Kerberos.
Keep users informed and customize the self-service dashboard to your individual needs using widgets, such as:
Through the self-service portal, employees and customers gain quick and straightforward access to the OTOBO service catalog and offerings from all enterprise-wide service providers, such as IT, HR, facilities management, or fleet management. To maintain concise views, users only see the services for which they have been authorized.
Employees, customers, and partners gain access to the knowledge base through the self-service portal, which contains documented answers to frequently asked questions, troubleshooting tips, guides, manuals, or product information. Via keywords, users are pointed to relevant articles during ticket creation as well. This saves time, reduces the volume of inquiries at the service desk, ensures streamlined, swift resolution, and enhances the experiences of both employees and customers. The service team is relieved and can focus on activities that create greater value.
Limit the visibility of tickets, services, or content areas of the knowledge base to specific customers or organizational units to ensure multi-tenant processing of operations, without allowing them to view the tickets and data of other units.
Customize the layout of the self-service portal to match your organization’s corporate design. This allows the portal to be seamlessly integrated into the organization’s website or intranet.
Through open standards and a powerful REST/SOAP API, you can seamlessly integrate adjacent systems and external data sources with the self-service portal and automate your service processes flexibly.
SCALABLE PLATFORM
Through the self-service portal, you provide employees with quick and easy access to all IT services, documented solution knowledge, and an overview of all their previously opened tickets.
The self-service portal is seamlessly integrated into the Customer Service Management, providing all customers, partners, and service providers with the opportunity for convenient interaction with your service organization.
The self-service portal serves as the central window to the service offerings of the entire organization. Whether it’s IT services, HR services, service requests for Facility Management, or maintenance orders for field service workers – everything is managed through a unified platform.
SERVICE EXCELLENCE