REQUEST MANAGEMENT
Efficient Service Request Management contributes to enhancing the efficiency of your service delivery, improving customer satisfaction, and increasing overall service quality.
Define individual service processes tailored to your services, including statuses and transition conditions between process steps – easily using drag & drop. Customers and employees are automatically guided through the process via the service request ticket.
Design the transitions between the process steps of your service processes by assigning activities to the processes, defining activity dialogs, setting transitions between start and target activities, and incorporating transition actions.
Through permissions and rules, you control which employees, customers, or partners can execute the respective steps within a defined process and what prerequisites need to be met for completing the current step and initiating the next process step.
You can also specify whether a process should only be available in the agent interface, only in the self-service portal, or in both OTOBO interfaces.
Gather all information required for handling service requests through individual ticket forms which adjust at runtime. The forms are built from dynamic fields whose composition changes depending on the user’s input. This allows even complex queries to be represented compactly and flexibly, without overwhelming the user. Existing data, such as purchased products or IT equipment, can be integrated into the forms through querying the respective data source.
With the integrated service catalog, you create transparency regarding the offering of all internal and external services that your employees should have access to. Authorized users can easily access the enterprise service catalog via the self-service portal, even while on the go. Intelligently automated workflows ensure rapid service provisioning.
Using the integrated knowledge base, you can provide employees and service teams with relevant information and documented solutions as a suggestion while they enter service requests. This shortens overall resolution times and improves the service quality.
Automate the compliance with service quality. OTOBO ensures that the Service Level Agreements (SLAs) agreed upon with your employees and customers regarding response and resolution times are adhered to.
If defined thresholds for response or resolution times are exceeded, or specific ticket statuses are reached, OTOBO automatically sends notifications or escalates the issue to the responsible manager.
From home via laptop, in the office via their PC, in the field via tablet or on the go via smartphone – offer employees the option to freely choose the channel through which they want to contact the service organization.
Satisfaction surveys, such as querying the CSAT, can be automatically sent from OTOBO to the creator of a service request upon ticket completion or after a defined period, to continuously improve service quality.
SCALABLE PLATFORM
The functions of Request Management in OTOBO are closely integrated with Incident Management, as service requests can arise from incidents; Change Management, to ensure seamless handling of change requests; Configuration Management, to identify CIs that may be affected by service requests, and track configuration changes related to service requests; Service Level Management, for automatic monitoring and escalation of service requests to meet SLAs; and Knowledge Management, to facilitate access to relevant information and respond to service requests more quickly.
Request Management is essential for your Customer Service Management to efficiently process inquiries and enhance the customer experience. Through structured capture, prioritization, and processing via the self-service portal, you optimize resource utilization and customer satisfaction. Insightful reports and analyses foster continuous service improvement.
In Enterprise Service Management, Request Management ensures efficient capture, prioritization, and handling of service requests across all departments. OTOBO enables a structured and consistent request management, improves response times, and contributes to enhancing service quality and customer satisfaction by facilitating seamless communication and collaboration among different teams.
SERVICE EXCELLENCE