Microland provides a pro-active approach to incident management and end-user support. Our NextGen Enterprise Service Desk is designed for a hyper connected, digital environment where productivity cannot be compromised. The service uses a dashboard to track SLAs in real-time, maintain productivity and improve user experience.
We use automation to manage standard service requests and a self-service portal for incident control. A context-based auto ticketing process increases first contact resolution rates while proactive end user monitoring, trend analysis and diagnostics help address issues before impacting user productivity. The service is backed by multi-channel support (email, telephone, text, on-demand chat and corporate social platforms) adding to user convenience.
Clients using our NexGen Enterprise Service Desk reduce costs through left shift methodologies and improve service efficiency through our smartCenter Service Delivery Platform, smartThink Analytics Platform and our smartGenie ChatBot Solution. In client deployments, 98% users have provided a positive rating for the service.