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8Manage ITSM helps you organize service resources and prioritize service requests and provides you the automated workflows to manage the recording, diagnosing, tracking and resolving customer issues of:
Simple products (e.g., household appliances, consumer electronics)
Complex products (e.g., software products, equipment).
8Manage ITSM can be used for both IT and non-IT customer businesses.
Customer Issues of Simple Products
8Manage ITSM providesFast Track for customer issues that have the following characteristics:
Customer Issues of Complex Products
8Manage ITSM providesComprehensive Track for complex customer issues that have the following characteristics:
In 8Manage ITSM , a customer request starts in the Fast Track and if the service team determines one of the following, the customer request will be automatically changed to the Comprehensive Track:
Many customer support issues, especially those related to hardware and software systems, look simple only because the people who read them do not understand the complexities of incident management, configuration management, problem management and change management, or only understand part of them. They set up their own workflows and tools for solving customer issues but they are simply not professional enough to systematically rectify the problems thoroughly. The lack of a systematic approach for dealing with configuration items and changes will affect their ability in problem isolation and reproduction during the diagnosis process. Even if they finally solve the customer’s issue, because of the lack of systematic approaches and thoroughness, the problem has a high chance to recur in the next product release or update, or in related products and the customers will see that the problem comes and goes but is never really cured.
8Manage ITSM are based on years of practical service management experience which can greatly improve your service team’s capabilities and your customer satisfaction.
Wisage Technology is a leading provider of management tools, it offers Project Mgmt Software, CRM Software, Human Resource Mgmt Software, Supplier Mgmt Software, etc.