Dieses IT-Projekt ist Teil unserer Digitalisierung und Optimierung der IT-Landschaft unserer Kunden. Durch gezielte Maßnahmen fördern wir den technologischen Fortschritt, optimieren systemübergreifende Prozesse und schaffen eine nachhaltige Basis für zukünftige Entwicklungen. Unsere IT-Referenzprojekte dienen als Grundlage zur Orientierung. Sie unterstützen die Wiederverwendbarkeit erprobter Konzepte im Rahmen der Projektumsetzung.
Dies ist eines von 4929 IT-Projekten, die wir erfolgreich mit unseren Kunden abgeschlossen haben.Wobei dürfen wir Sie unterstützen?
Application support in the customer service environment
Kurzbeschreibung
The customer uses various applications to support its customer service processes. These services include Avaya standard products, individual software developments and an omnichannel solution. The PTA team supports the operation and handling of changes. In particular, this includes troubleshooting, upgrades and coordination between the business department, internal IT and software vendors. ServiceNow is used as the ITSM system.
Ergänzung
Some of the software products are SaaS applications, while others are operated by the customer. In the latter case, PTA's tasks also include server administration at application level. Operations include processing and coordinating incidents, documenting customer-specific product features, and supporting the service desk. Changes include upgrades and the implementation of new requirements. The ITSM processes are based on ITIL.
Fachbeschreibung
Customer service is responsible for handling customer concerns – by telephone, e-mail or letter. Partly internal, partly external agents are used for this purpose. The central application is the omnichannel solution, where requests are distributed according to skills. A WFM tool is used for planning and forecasting.
IT-Projektdaten
- Branchen Energie
- Fachaufgaben Administration, Change Request Management, contract management, energy supply, Incident Management, IT service management, ITIL (IT Infrastructure Library), manpower requirements planning
- DV-Aufgaben IT consulting
- Systemumgebungen Client/Server, Internet/Intranet, standard software: APS systems
- Vorgehensmodell customer standard
- Standardsoftware und BI ServiceNow
Projektbeginn01.04.2020
Kunden, die uns vertrauen
Haben wir Ihr Interesse geweckt?
