Customer Self-Service (Internal & External)

Directing Support Activity Into Cost-Effective Online Channels

Providing online access to the Service Desk is a fundamental requirement of an enterprise support system. Customers expect to be able to log and track Incidents and Requests for Change online. The more effective the online support process, the more likely it will be used as the customers' preferred method of contact with the Service Desk.

To this end, infraEnterprise includes a Customer Portal that provides a complete web self-service package. The Customer Portal aims to meet and exceed customer expectations of online service. It delivers maximum cost efficiencies to the organization through reduced phone contact with the Service Desk and by enabling Customers to resolve their own issues directly, through access to the organization's Knowledge Bank and self-help scripts.

Customer Portal achieves this by enabling customers to:
  • Log Incidents at any time, from virtually any web-enabled device
  • Track the progress of their Incidents in real time
  • Find answers to simple enquiries or complex problems, using the Knowledge Bank and guided self-help scripts
  • Receive notification of events such as planned outages, pre-empting calls to the Service Desk
  • Provide feedback to the Service Desk on the effectiveness of support services and channels, feeding into the continuous improvement of the Service Desk
  • Complete Request approvals by digitally signing the approval and allowing the request to automatically progress without requiring any Service Desk intervention.
Additional Portal functionality is provided to external suppliers via the External Supplier Portal. This allows external parties to track and action Incidents that have been forwarded to their organization. It also allows them to electronically update Request tasks that they have been assigned to show that the required work has been completed and that the request workflow can progress.

The Customer and External Supplier Portals are both entirely web based and able to operate on a large variety of browser types and versions. Self registration and password management ensure that no additional administration overhead is placed on the Service Desk.

The Portals are based on standard HTML with no proprietary controls or plug-ins and can be easily customized and integrated into the existing company website or intranet. The Portals have also been verified against stringent usability requirements, ensuring that all end users can benefit from the information provided via the Portal.

The following capabilities are available for the Customer Portal:

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