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Service Desk Management

Effective Service Desk requires excellence in providing a timely and accurate response to all sorts or requests. Customer satisfaction rides on their perceived experience in communicating their problem to the service desk, and the quality of response that they provide.

Technologies from Abacus Systems can help you to align support processes to deliver an optimum service. This set of capabilities automate many administrative tasks associated with providing support to increase productivity and manage customer care needs.

The Aegis Service Desk product suite provides your staff with a shared repository of customers, products and service history information across the enterprise. Customer information, support requests and status of progress helps support staff to quickly make decisions that are accurate and consistent, at the same time rendering a prompt service to the customer. Using the easy to use form designer, you can create unlimited number of data entry forms unique to your requirements, all without programming effort.

Our Service Level Agreements component ensure that incidents that are at risk of exceeding acceptable resolution time as contracted with the customer are automatically prioritized and alerted.

The Aegis Service Desk client web access facility enables customers to log on to the system via the Web to initiate support requests and to periodically check progress with around-the-clock availability. Providing a customer self-help facility will significantly reduces the costs for support. Using the Web version of Aegis Service Desk enables your support team to be distributed, whether they are working off-site or at home and does not require any software to be installed on their computers.

A large set of statistical reports included in Aegis Service Desk can help you track responsiveness as well as cost of support.

Deployment of Aegis Service Desk is easy and cost effective. Our products are built to grow with your business, as you expand the number of employees using the system. The attributes and reporting mechanisms can easily be tailored to your specific business needs if desired. Field attributes are configurable in a few simple steps. Or simply use the setups we provide to immediately see the value of your investment.

Our Aegis product portfolio serves companies in telecommunications, banking, healthcare, insurance, automotive, retail industries and more with efficient customer care and post sales support solutions.


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Service Desk, Help Desk, Defect Tracking, ITIL & IT Service Management (ITSM) Solutions