Service-Desk Electronic money

The uniform service Service Desk is the center of registration, processing and control over the solution of all questions of operation of shop.

This service is directed to increase in efficiency of application of information technologies and cutting of costs for support of non-core internal business processes of retail network.

Main objectives of Service Desk

• Acceptance and registration of requests from all shops of network on the questions connected with operation of shop and information technologies in the single database;
• problem solving by specialists of service or their scheduling in the relevant customer service (technical service center, the center of authorization of credit cards, the center of engineering support, the service center for the systems of protection against thefts, IT department of the Customer, all services on fault recovery in the field of administrative questions, etc.);
• approval of levels of service (SLA), i.e. time for problem solving depending on extent of influence on business process of the Customer;
• control over execution of the accepted requests (according to set to SLA);
• formation of the knowledge base according to the solution of the arising questions (allows to find quicker the solution on a similar question);
• formation of the database on the history of addresses (allows to create statistics and to analyze data for adoption of anticipatory solutions – replacement of the equipment, training of employees, solution to the conflicts with the servicing structures);
• providing access to IT department of the Customer to the portal for control and the analysis of a current status and results of processing of requests;
• providing uniform toll-free phone number 8-800-XXX-XX-XX.
• SMS notification of field engineers of the customer on receipt of requests from the objects which are in a zone of their responsibility.

Service Desk opportunities given to retail network

• Helps shops more simply and more effectively to resolve issues of application of information technologies and operation of shop, practically without distracting from sales.
• Unloads the Central office of retail chain stores and allows the Customer to be sure that the issues which arose at shops will be resolved or directly in the Company Electronic money, or are readdressed in the service companies supporting appropriate questions and technologies.
• Allows to optimize work of information technologies on analysis results of information collected and generalized in the Service Desk system.

Results of use of Service Desk

Promotes sales increase for the account:

• simplifications and accelerations of problem solving for shops (distracts personnel of shop from service of buyers and sales less);
• constant control over a status of requests, according to the approved SLA (a downtime decreases);
• possibilities of the analysis of requests and anticipatory actions for prevention of problems (replacement of the equipment or its parts, personnel training, etc.).
• increases in level of availability through a uniform point of contacts, communications and information. i.e. on all questions about one phone number can address.

Allows not to expand personnel of office in the conditions of growth of network, and gives the chance to charge to highly skilled personnel accomplishment of more important tasks, than operating activities on service of shops and interaction with partners. At the same time access to the Service Desk portal leaves the controlling functions and an opportunity to analyze data retrieveds behind IT department of the Customer.