Active Service Desk

In the eyes of a customer, everyone expects perfection. Responsiveness, accuracy and quality are easy to perceive but harder to achieve. Trust is hard to build, but can be quickly lost. However, results and high levels of service can be achieved and resources can be managed through effective tools and processes and the right positive mindset.

Active ServiceDesk provides effective management of customer service, service requests and field work. It handles the day-to-day agenda, working from the field and sharing information across the business sector.

It covers the entire service request process, from service request creation, through execution management including capacity planning, to successful completion.

Planning
Two-way integration with Microsoft Exchange enables you to schedule your service technicians and resources. Tracking activity assignments is easier than before, as bookings are available in both Outlook Calendar and Scheduling Calendar (ActiveService Desk).

Process Manager
You can use a predefined set of business processes associated with business case flows, dynamically for a specific department or for a specific contract. This helps you manage all your departments and customers separately.

Management
Multi-level SLAs enable you to easily customize your services for individual customers. A two-level SLA structure increases the flexibility you need. Compliance-level process configuration ensures that you are in control of your activities.

Asset management
Take control of the lifecycle management and registry of all assets. Assets can be linked to multiple warehouses so you can easily manage the transfer process between them. Advanced warehouse and asset security management along with advanced role delineation ensures appropriate control.

Preventive maintenance
The system tracks service intervals and times. It automatically generates periodic case records and work orders to meet preventive maintenance needs. In addition, it creates automatic bookings according to the requirements set in the calendar. Dynamic title and description creation is a must!

Notification Manager
Notification Manager helps you remember everything. It reminds you, your team or your customers of the essentials. User-friendly settings are available for different events. Configure conditions, create dynamic messages, customize the time period and so much more! Send an email or SMS immediately or after a certain period of time.

A portal and simplified mobile app
A user-friendly multilingual portal guides you through the entire process. Use the service catalogue to create a new case, manage it or track its current status. View your communication history. The solution is a simplified mobile app without any cumbersome processes. Simply search for a service report, ask the customer for a signature and upload it to the system.

Emergency maintenance
You can configure the on-call level in a variable way. After Hour Service covers L1 after-hours (24x7) support, defining on-call times and the expertise of users who are on-call. It provides automatic provisioning. You can define on-call for a specific department or just for a specific task. The solution is attached to the Notification Manager.

E-response
Efficient communication not only with your customers but with other service departments can be easily configured with E-response combined with the Notification Manager. E-response ensures that data from structured emails is read and copied to the records in the system.

Active Service Desk is built on the cutting-edge Microsoft Dynamics 365: Customer Service and Field Service products. These applications provide a foundation that is enriched by our experience gained from more than two decades of building business applications for our customers.

Microsoft Dynamics 365 is customer-centric. With a complementary set of applications, where almost all customer needs can be covered, focusing only on what's important. Microsoft Dynamics 365 integrates seamlessly with the latest technologies such as Cognitive Services and Microsoft HoloLens, creating room for improvement and competitive edge advantage.