Features

ARCAD-Customer offers a solution for: 

• Single point of contact

The implementation of a service Desk in a company consists of providing a single point of entry to centralize all requests created by users (incident declaration, intervention request, questions, ...) as well as providing a way to mutualize resources. In offering the ability to create incidents directly by sending an email or via an integrated Web form, ARCAD-Customer becomes the SPOC or Single Point Of Contact of your support activity. In addition the solution includes a quick input wizard for requests made by telephone. 

• Notifications

The notification process ensures that communication is no longer an issue when it comes to Request Tracking and Fixes. The solution allows the setting of exact notifications that need to be performed to ensure that all parts involved at any step are notified when necessary. 

• Configurable workflow engine

The solution contains a configurable workflow engine which allows the monitoring of responses in real time. This integrated engine is based on a pre-defined custom request handling process which follows ITIL recommendations (incidents, problems, know errors, changes) and which can be enriched to suit the specific needs of your organization. This customization process is completed by providing the KPI (final Key Performance Indicator), which gives an insight of the key factors of the enterprise to evaluate its global performance in comparision with its original objectives.

For example, as soon as the support request is received and the support ticket is generated, its treatment will follow the defined workflow and in this way handled according to its classification (Incident, Request of service, …). 

• Escalation procedures

If you have implemented a Service Level Agreement (SLA), you can define all your inter-department operational rules. These procedures help guarantee the quality of service by automating task reminders. 

• Knowledge bases

Centralized team knowledge regarding problem resolutions is a real asset, and systematic use of knowledge bases leads to major productivity gains. This tool integrates a  knowledge base built using collaboration tools (enterprise wiki) which enables: Easy retrieval of solutions to problems (known errors); Comprehensive text (indexed) searches and structured (categorized) searches of enterprise-specific articles (FAQs, How-To Cards); Document management; Management of user roles and information access rights. 

• Reporting

The solution offers a workflow engine dashboard (operational analysis), as well as Business Intelligence Database (decision support analysis) that comes with standard indicators for measuring activity.