Helpdesk

The helpdesk for our SITE ERP software knows the customer's contracts, SLAs, quotas and all other project topics. This means that the support team is always well informed about ongoing challenges and processes. Predefined workflows control processing and an escalation module monitors response times. The optimization of processes is therefore firmly integrated into SITE Helpdesk.

All of this also works on the move: service employees work flexibly via web, tablet or smartphone client. This ensures fast response times and enables an all-round satisfactory service.

From a certain number of customers or in conjunction with certain business models, the number of support cases can become considerably large. An efficient self-service ticket system is then essential for customer satisfaction and successful support services.

With the Customer Access support self-service linked to the SITE ERP system, customers can create tickets themselves and view their processing status. Thanks to the direct connection to SITE, you can easily transfer billable services to sales and accounting and can even invoice automatically. Your support service is thus interlinked with the relevant processes - and can serve as a tool for customer retention.
With Customer Access, you provide your customers with a transparent and flexible self-service for creating, setting and changing tickets. With just a few clicks, your customers can report faults, view support processes or check the current status of their processing.

With our ERP industry solution SITE and in combination with the self-service portal Customer Access, all tickets can be managed centrally. This enables a traceable and efficient workflow to be established between support and customers. Thanks to the 360-degree overview, there is always a good overview of all service cases - from which further resource planning can be easily derived.