Help Desk Software for Custom Service
Success case for the complete management of the Customer Service. An integrated approach for the provision of assistance services, contract management and personalized reports with intervention reports.
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Customers who have chosen us
What does Deepser offer?
Here we list some of the features that have been used to offer our customers the best solution on the market.
CONTRACT MANAGEMENT
CUSTOMER CARE
CUSTOM REPORTS
The company in brief
The company produces and sells digital solutions that involve the entire corporate information management cycle: from the digitization of processes, data and documents to electronic invoicing, from digital signatures to electronic storage, directly providing assistance to customers on the solutions offered. He also deals with consultancy in the field of digitalisation and innovation of business processes and document flows.
Profile
Service
Challange
Solution
Benefits
Thanks to Deepser, the company has all the data relating to contracts and customer service in a single platform in which the technical, commercial, administrative and development offices are involved. This leads to significant savings in time and costs in managing activities. Furthermore, a proactive approach to customer management is now more easily possible, and their experience with the company has significantly improved.
The company was able to adapt Deepser to its services, thanks to the flexibility in configuration: many custom filters, grids and reports were created. Furthermore, the company is autonomous in configuring the platform, an important aspect when purchasing the solution.
Problem Identification
The company had a ticket management solution developed internally and not integrated with the contract tool. He wasted a lot of time checking the contractual conditions, the remaining hours and renewals. Furthermore, requests were made by customers by email and telephone, further slowing down work activities.
Needs and goals
How Deepser met the company’s needs
Initially the company implemented Deepser’s Service Desk module to collect and manage different types of customer requests, such as requests for intervention, information or reports of anomalies. It has activated the Customer Portal in which customers have visibility of the services dedicated to them and can independently download reports with information regarding calls and assistance activated by them in certain periods of time. After a year, the company decided to also use the Contracts module, integrating it with the Service. The migration of contracts from the software previously in use was simple and orderly, thanks to Deepser’s Import module.
The company uses Contract Lines to manage hourly contracts and automatically scale the activities done on tickets. There can be multiple lines for the same contract, dedicated to different services. License fees (monthly and annual) and related deadlines are also managed in this way. Furthermore, for tacit-renewal contracts, recurring lines have been configured which are automatically activated upon expiry. Custom filters, grids and reports have been configured to facilitate data visualization. Furthermore, export to Excel and CSV of the grids has been enabled. Finally, for greater control over the service offered, the company has configured SLA for internal use, thus tracking the times for taking on tasks and resolving requests.
Results
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Reviews
Convenient because I always have all the requests in progress under control and I can use quick replies within the tickets.”
Very satisfied with the modules we use, Help Desk, Knowledge Base, CMDB, CRM.”
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