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Service Desk | Communications


Today, customer service and support are increasingly recognized as integral to a company’s survival and profitability. A positive customer experience fosters customer loyalty and coveted word-of-mouth.

An investment in service desk automation drives a number of benefits:

  • Reduce the impact of incidents, problems and/or changes in business operations
  • Increase satisfaction for customer and staff
  • Identify technological infrastructure problems faster and more effectively
  • Use staff and technical resources more efficiently
  • Improve the quality of service and create expectations for service and problem resolution with measurable service levels
  • Establish performance metrics to evaluate the service of the help desk and call/contact center

A Proactive Approach

ACM’s service desk automation goes beyond merely installing the product and/or application. Rather, ACM first looks at identifying, improving and creating processes before implementing technology to automate them – helping clients be more proactive.

Customized Solutions

ACM offers extensive experience with several help desk and call/contact center automation solutions. Although many of these applications provide “out-of-the-box” functionality, ACM would customizes and adapts each product to the specific needs of clients and best practices such as ITIL.

Full Lifecycle Support

ACM supports clients through the entire lifecycle of the service desk implementation:

  • Evaluation, design and restructuring of business processes to support a help desk and call/contact center, based on ITIL
  • Standardization of documentation procedures, and operating and business processes supporting a help desk and call/contact center
  • Preparation of documentation for procedures, operations, processes and systems
  • Roll-out of technology solutions to automate the service desk
  • Training for administrators and end users

 

 
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