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Solutions
Service Management Helpdesk HR/Payroll/Recruitment Service Desk Customer Support Service Desk Outsourced Service Provider NHS National Programme for IT (NPfIT)
With CRM we’ve now got a system that is cost effective, is better use of time and makes our manufacturing process and our sales team more efficient.
SimpliSys Solutions
Simplisys Limited specialises in Service Delivery. Simplisys Ltd enables clients to provide “end to end” incident management facilitating a controlled and structured process that ensures the Customer (internal or external) expectation is exceeded at all times, leading to positive feedback and continual improvement.
Service Management Helpdesk
Simplisys puts ITIL in to practise. It makes working processes transparent, helping to overcome the common barriers to successful adoption of an ITIL, based service delivery structure.
Service operatives are able to quickly and easily log new incidents at the same time view the callers and the asset history. Incidents can be linked to known problems for quick resolution or escalation. At the same time automated call escalation rules are in place to ensure SLA’s are met within the agreed time.
Customers receive quality service, on their terms, via Self Service and from service analysts who are better informed.
HR/Payroll/Recruitment Service Desk
Vivantio’s HR Service Desk is specifically configured to allow busy HR departments to answer a plethora of questions quickly and easily improving employee satisfaction and productivity. The service desk can be easily customised to meet the specific needs of any HR department.
Vivantio HR Service Desk allows all enquires to be automatically logged by incoming email or Self Service web portal; all enquiries are allocated a unique reference number by the system, which are then automatically assigned to the relevant team member. All enquiries can be easily tracked via searching the call reference number, which then displays the enquiry with all relevant history on the screen.
Vivantio HR Service Desk also has a built in ‘knowledge base’ which as well as helping call handlers provide answers at first contact also allows HR departments to publish information, e.g. FAQs the Self Service portal thus enabling customers to help themselves and obtain information without tying up the HR team with phone calls. The integrated Knowledge Base is a key feature of the software that helps improve productivity by closing more enquiries at first contact.
Vivantio Service Desk has built in real-time reports (Dashboard) allowing management to see at a glance how many calls are being handled, resolved within the service level agreement and the workload of individual members of the team. All data can be easily analysed allowing trends and patterns to be easily spotted and pro-actively managed.
Features and Benefits of Vivantio HR Service Desk:
- Record incidents quickly and easily
- Resolve more incidents at first contact
- Effectively manage Service Level Agreements
- Improves end-user satisfaction
- Save time searching for information
- Customise it yourself to meet your specific needs.
Customer Support Service Desk
After sales support is one of the most critical areas for modern companies to get right in order to maintain loyalty. Loyalty can be established and retained, but the strength of this loyalty is dictated by the consumer's perception of the quality of your products. The consumer's perception of quality can be enhanced (or degraded) by their experience when interacting with after-sales support staff.
Worse still, your customer's perception can be diminished to the same degree by word-of-mouth; simply hearing about someone else's bad experience. Your ability to manage and deliver a high-quality after-sales experience to your customers each and every time they interact with you is the key to long-term customer retention and repeat business. The trick is to turn Complaints into and opportunities leaving the customer to relay good news to their colleagues, friends and families.
Simplisys Customer Support solution is especially designed for management of consumers interactions. Delivering a combination of support process automation, functionality and flexibility, this comprehensive solution satisfies most consumer support requirements right out of the box ensuring customer interactions are positive experiences.
Outsourced Service Provider
Simplisys has service desk offerings with the added dimension of multi-client management capability. Unlike comparable offerings, Simplisys solutions are very easy to configure and quick to deploy making it an ideal choice for organisations that have to add new clients on a regular basis.
NHS National Programme for IT (NPfIT)
There are always many changes within the Department of Health driven by a culture of “Best Value”, however the next 4 years are going to be particularly challenging for senior Managers as the drive from Central Government to significantly cut the public purse takes hold, all departments of government are effected including the Department of Health (NHS). Cuts in Healthcare spending are always politically sensitive, Department of Health management are challenged to cut cost without effecting front line services, which means in real terms, deliver operational efficiencies. The drive to deliver operational efficiencies has particularly impacted the number and structure of PCT's (Primary Care Trusts).
A climate of change in any organisation can be disruptive but not necessarily negative. The positive is that these changes are allowing Managers to review all aspects of the business and ask how they can deliver the same service for less? A question to which Simplisys has a good answer…
SimpliSys can deliver an ITIL aligned Service Management solution (Vivantio Service Desk) often for less than the annual Maintenance Charge of an incumbent system.
Simplisys is not proposing to swap existing software packages for a cheap and cheerful alternative, instead to replace existing systems with Vivantio Service Desk. Vivantio’s award winning Service desk application is state of the art, easy to use and aligned to ITIL best practice.
Moreover SimpliSys and Vivantio have had much success in the healthcare sector with a track record of delivering solutions on time and within budget. Vivantio is already employed throughout the NHS helping Hospitals and PCTs alike deliver government initiatives such as the NPfIT.
Vivantio is available as a Hosted Service (SaaS) or an on-premise Installation. Many customers choose the SaaS deployment option as a real cost effective alternative to the conventional software purchase model.
