Case study on how to automate the management of a computer store

The added value of implementing a Service Desk is perceived since the first moment: internal process improvement, internal costs reducing by task automation, improved service and consequent increased customer satisfaction, etc.
In this post, we will explain how ServiceTonic provides value to SMEs with the example of a small computer store using the ServiceTonic ITSM Service Desk.

Automating management of a small computer store

In this case, the company wanted to improve incident management in its technical service in order to improve the service provided to customers, private users and small businesses.
The business requirements were as follows:
1. Manage technical support effectively, and that incidents could be classified by:
 Where the service was performed (repair shop / client / remote assistance),making it possible to calculate the amount on the invoice.
 Incidence category (desktop PC / laptop / printer / software / tablet / server / monitor / …)
Internal criteria of impact and urgency (VIP customers, recurring problems, problems with suppliers…)
2. Coordinate technicians in real time.
3. Provide visibility and service to customers by giving them real time information about the status of their incidents and assets as well as the option to comment/add information, etc.

The solutions provided by ServiceTonic:

1. Access to the Web Portal

We enabled a Web Portal for users to check the status of their assets and incidences in real time from any computer, smartphone or tablet.
When customers deposit their assets or ask for a budget, they are given access to the portal, a new communication channel that brings the customer closer to the company, being able to contact them effectively and immediately 24 hours a day.

2. An online Single Point of contact

Now, they digitally register every input and output of assets, with all the information concerning the customer: Do they deposit the charger? A case? What is the serial number? Brand? Model?…
They no longer write these data in different papers and they have unified and centralized the management in a single point of contact (Single Point of Contact or SPOC), the ServiceTonic Service Desk that makes all data accessible at any time.

3. Automation

Once a client is registered, it is no longer necessary to ask and record their data again because they can be automatically retrieved with ServiceTonic. In addition, some tasks of service management, such as the sending of automatic responses, are streamlined.

4. Mobility

Now, the technicians that provide services at the customer’s house can extract the budget or invoice immediately and capture the digital signature of the customer with the ServiceTonic web-app.

5. Control

At the end of the month, they can track the number of treated incidents, repaired assets, or the number of remote assistances provided per client week, etc.

Immediate value added when they started using ServiceTonic on SMEs

Once ServiceTonic was implemented, the company could:
 Automatically manage requests from multiple channels: phone, face-to-face visits, e-mail or through the User Portal.
 Reduce response and resolution times improving the efficiency of the work done in-house. With ServiceTonic, employees and boss have better visibility of the tasks to be performed, time needed for each task, delivery dates, and all the information sent and received from customers.
 Increase business visibility. No data has been lost since they use the Service Desk for registering all tasks they do. Besides, that provides more information to detect improvements and decision-making.
 Increase customer satisfaction by offering faster responses and facilitating information at all times about the status of incidents/repairs (customers know when to pick up their equipment, what activities were done on their ticket, etc.).
This is one way the ServiceTonic IT Service Management Software adds value to IT SMEs.