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AKAL also offers its customers a unique proposition to outsource their help desk services. The Help Desk is the first contact point for logging-in any service specific issue, or system breakdown at locations directly by the customers. The Help Desk seamlessly integrates all functional groups such that any call is identified, escalated to the appropriate level and rectified in the shortest possible time.
AKAL'S ISO 9001:2000 certified helpdesk assures Best-in-class support by deploying dedicated, qualified, certified and trained agents to resolve complex hardware and software issues. We have the ability to integrate remote Helpdesk with field support to offer an end-to-end solution for the entire customer service and support lifecycle.
By managing incidents, requests, and other IT service processes, the process helps businesses control costs, allocate scarce resources, and improve the speed and quality of service response.
AKAL'S standard five-step methodology involves: |
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Identify the difficulty rapidly and accurately |
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Establish the expectation of the client |
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Match the language and discussion level to the abilities of the customer |
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Determine the best methodology to solve the difficulty and implement a solution |
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Document the solution and communicate it through established channels |
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Helpdesk Service Offerings |
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Providing single point of contact for IT users of an enterprise across locations and geographies |
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Best in class infrastructure support |
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IT Infrastructure support covering desktop / laptops, servers, operating systems, office productivity suites, email & browser support, network & connectivity issues, line of business & custom applications, handheld support and infrastructure support. |
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Incident management for user queries, so each issue is logged and monitored until resolved. |
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Workflow engine to move issues through a defined flow from open to closed, including monitoring that response time is within the guidelines of any existing service level agreement (SLA). |
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Technology refresh - Enhancements and upgrades. |
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Knowledge base population and updation. |
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Security management and virus control. |
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Performance management and reporting. |
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The field support service offers top-ranked service and support for non-critical systems, where downtime does not significantly impact productivity or revenue. With single point of contact, you may choose from the bouquet of 4-hour, same Day or next day SLA package with multiple options ranging from hardware support, software support resolution, lifetime telephone-based troubleshooting and remote support.
Field Service adds the ultimate touch to a complete post-sales customer services and support operation. Field service technicians serve as "doctors" or installers for your customers, performing house calls for home or office equipment, appliances, and electronic products. In today's markets where post-sales services represent one of the sharpest edges in product sales and customer retention, a solid Field Service offering is a necessity for manufacturers and retailers of Hi Tech equipments.
Features |
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Appointment Booking-schedule future activities automatically. |
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Schedule and Dispatch-optimize schedules and dispatch service professionals. |
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Contract Management-create and manage service offerings from quote to contract. |
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Knowledge Base creation. |
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Parts and Logistics-track service inventory and optimize stocking of spare parts. |
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Asset Management-seamlessly manage warranty information. |
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