Increase competitiveness with knowledge management
The market for IT service providers is changing. Customers are still price-sensitive; however, technical expertise is increasingly a focus alongside low-cost services. The catalogue of services is growing in complexity, new services are to be established quickly and reliably, users want advice, and the demands for reachability, short call handling times and high scalability are growing.
Multiple IT service providers are often in competition with each other at one and the same company, since the cloud means IT services can be obtained from different providers. If problems arise, that increases the effort required for coordination at the service centre.
If IT service providers want to stand out on the market, they can only do so through the quality of their service. That means support for service staff is vital.
Our portfolio for IT service providers
Context-Related Access to all Sources of Knowledge
Due to the central importance of knowledge in the IT service, we opted for a professional tool from market leader USU. Nowadays, our agents need a 360-degree data supply, not only an overview of incidents and service requests. This means context-related access to all sources of knowledge, i.e. solution documents, manuals or guidelines, for example.
Bastian Dieckmann, CEO, Vater BankIT GmbH