Achieve greater alignment on business goals and service delivery, resulting in higher customer satisfaction and increased agility.
Our comprehensive end-to-end service is designed to optimise workflow processes, enhance communication and elevate the overall experience of both your employees and customers. Our approach is tailored to individual departmental requirements and we employ cutting-edge technology and industry best practices to ensure efficient and effective Enterprise Service Management (ESM) that will help you achieve organisational success.
Our Suite of Services and Turnkey Solutions
Assessment, Planning and Design
A full assessment of your organisation’s needs and existing processes will be conducted and we will work with your stakeholders to define your goals and service requirements to ensure a comprehensive ESM strategy and implementation plan is developed. We will work closely with you to select and implement appropriate ESM software and platforms that align with your requirements and the chosen tools will be customised and configured to meet specific departmental needs before they are fully integrated with existing systems, such as ERP, CRM and ITSM tools.
We also provide Process Design and Automation as part of our services, collaborating with your departmental teams to design and document efficient ESM processes. This includes helping you identify areas where automation can streamline workflows and improve efficiency and implement automation solutions such as workflow engines, chatbots and self-service portals.
Customisation and Development
We customise ESM solutions to align with your specific departmental requirements and help you develop custom applications, forms and workflows as required. We also ensure that the ESM solutions we deploy for you can accommodate your organisation’s future growth and changing needs.
We ensure you are fully supported with a central Service Desk for handling requests and any issues related to ESM services including multi-channel support (phone, email, chat) for users seeking assistance and that Service Level Agreements (SLA) and Key Performance Indicators (KPIs) are set up to ensure service quality.
We also ensure that robust security measures are in place to protect sensitive data within your ESM system and that it is fully compliant with industry regulations and data protection standards by conducting security audits and assessments on a regular basis.
Training and Change Management
We provide training to end-users and departmental teams on the use of the ESM tools and processes and help you develop change management plans to ensure a smooth transition. Ongoing support and resources are also offered to users as they adapt to the new processes to ensure user acceptance.
Ongoing Monitoring, Performance Optimisation and Reporting
Easily monitor the performance and availability of ESM services and systems. We help you proactively identify and address issues to minimise any downtime and ensure that ESM processes are continually optimised for efficiency and effectiveness.
We also help you develop reporting and analytics capabilities to not only track service performance but also regularly provide insights and data-driven recommendations for process improvements. We also facilitate the creation of dashboards so reports can easily be generated for stakeholders and management.