This pragmatic approach must be on the personal ambition of service staff to efficiently reach a solution of the problem. 4. systematically experience scoop: a substantially filled and continuously maintained knowledge base with a comfortable handling for the employees in the IT service is necessary. In it, the diverse experiences must be to find on a customers to respond quickly, without problem solutions every time reinventing the wheel. Regular meetings of technicians who have current experience from customer contacts on the subject, promote common learning in dealing with people and technology.
5. for users to establish a knowledge base for own troubleshooting: A large part of the problems being reviewed constantly, and their causes are comparatively easily recognizable. This task can be transferred entirely to users, by an easily understandable and concise checklist with FAQs for determining common problems will be established. Just the growing digital native generation is becoming more and more capable of taking over a part of the first level support, especially if this is an interactive platform itself to self help. 6 people-free communication does not exaggerate: self help and self service have their permission for simple, clearly defined cases and help relieve the service desk.
Must be found but a balance between digital, automated communication and personal conversation between the customer and service desk staff. The user must always choose whether he prefers calls or would like to use a portal solution. 7 in understandable language: the caller well versed in their work environment and use IT to support the own tasks. At errors, users usually not technical terms are interested in, but on the solution of their cause. A good support staff is therefore the voice of the customer and used, where appropriate, its terms. She stands Clarity about the need of the employee, to shine with expertise. 8 together to narrow the problem: know, time is money, both for the users and the service desk staff.
This uses iPunkt Project histories ‘. During a phone call with a subcontractor or the building owners on a piece of paper to make a note of the tags, instead of the information can be historicized directly. With simple filtering also processes according to the selected criterion are easy to understand, that are already some time ago. For example, if a possible dispute with regard to a defect the original facts can be so very quickly represent plausible. This approach saves time and hence money. Integrated total solution brings that extra-plus’ the iPunkt histories can pair with your Microsoft Outlook calendar. That ensures among other things that e-Mails that relate to projects, – stored in the respective project and not in the personal mailbox of the construction manager.
From Outlook, also accessed reminder is intended in the daily work. This simplifies and speeds up the time tracking… And the building of financials modules causes even the full integration: directly from the project in iPunkt, the user obtained a quick overview of actual costs. Incorporating sales components in iPunkt is a further advantage. Commercial project details with gathered, you allow the users of forecasts. All projects can be capture in early stages of acquisition and provided with numbers. That certainly are still estimates the potential phase, then be clarified further in the course of the project cycle.
But already, the preliminary calculation allows an overview of future orders and revenue input. These data support an effective budgeting. Conclusion: Each stakeholder has with iPunkt quick and easy knowledge and the necessary documents for his ‘ projects of the enterprise at different stages of processing. Through the multi user capability of the overall solution, several project employees can also record in the project and read. The modular design of an integrated enterprise computing allows virtually any desired use and individual evaluations. For every business organization is a Tailor-made suit ‘ possible. That calls for advice, the Nemetschek experts their customers and prospective customers like to make.