Power Service

Solution description

The POWER SERVICE solution provides a unified environment for managing service requests, service contracts and service items.

Users can create and monitor service requests and link them to accounts and contacts.

The system supports a structured resolution pipeline, visualizes key service metrics, and enables filtering and analysis of both open and resolved cases.

Administrators and support managers have full insight into team performance, case status, SLA compliance, and service outcomes.

Key benefits

• Comprehensive management of service requests – Users can easily create and manage service requests, with complete lifecycle of support tickets. From submission to resolution.

• Efficient organization of customer requests, service contracts and service items – Tickets can be created directly from service items and automatically inherit key information via relationship mapping (account, service commitments etc.).

• Clear visibility through dashboards and analytics – Fully customizable dashboards, allowing to configure which issues and tickets should be presented and calculated.

• Streamlined creation and tracking of service requests and resolution pipeline – Users can track contacts, timelines, items, and related interactions. Resolution is guided by flow rules to avoid mismanagement.

• Flexible service catalog and SLA management – Resolution targets are driven by service contracts and commitments which can be individually tailored for each customer.

Real-life examples of use

• Managing the complete customer support operations

• Customers creating tickets directly from customer facing page

• Using a service item database to directly assign issues and documents

• Tracking customer interactions and history with timelines

• Monitoring performance and results through dashboards