Procensis has chosen the Freshservice cloud-based help desk solution to provide its clients with customized, self-service portals for managing tickets, incidents, changes, releases, assets and contract management.
The Procensis’ portal using Freshservice provides comprehensive ticketing generated from a client-generated email or by a Procensis agent. Its staff can manage ticket escalation based on individual client service level agreements (SLA’s), which creates a workflow for the Procensis support team to assess the impact and resolve. Additionally, the portal can be configured to support other client requests, such as decommissioning, movement or replacement of an asset from a Procensis-managed spare pool.
According to Procensis President Ed Kennedy, the Freshservice program keeps his team apprised of critical information no matter where they are located: “At times members of our support team can be in the field on assignment and receive an actionable alert for them to respond to on their phones.
“This new help desk solution, especially its mobile application, provides alerts with the proper workflow in a simple mobile interface to take action anytime, anywhere. Responsiveness to customer issues is a top priority.”
The multi-lingual help desk features in Freshservice are straight forward so that client navigation and interaction is easy. Language preference can be set up per individual user profiles. Procensis can set up the Freshservice program on the client’s intranet if preferred by the internal IT department.
Added Kennedy, “With the need for outsourced specialized help desk supporting 24/7 uptime, and a move towards virtualization in the cloud, enterprise mobility requirements are more demanding and complex than ever. Some of our clients have thousands of mobile devices on multiple continents, but lean internal help desk support. Our ability to provide lifecycle management from deployment, device monitoring, level two/three help desk coupled with our new, advanced client care portal strengthen our value proposition for our customers who expect the best possible ROI.”