thryve adopts ManageEngine: ServiceDesk Plus to track client requests
As our business grows, so does the importance for us to continuously maintain a high level service and client satisfaction for all of our clients. This ensures that their needs are met in an efficient and timeous fashion. To help facilitate this requirement several teams have been involved in revolutionising the way in which our company is able to receive, track and respond to requests made by our clients.
thryve has implemented ManageEngine ServiceDesk Plus to usher in a new level of service and support driven delivery for our products and services. This new business driven service desk platform has introduced a number of new automated features and intelligent workflow systems in our support and issue resolution processes that are already starting to assist us in gaining a better understanding of how we can provide that vital support when you need it the most. According to Albie Janse van Rensburg, Development Manager at thryve, “ServiceDesk Plus has provided thryve with the ability to improve our response times to support and service requests received from our clients.”
ServiceDesk Plus allows our end users to create support tickets via email, phone calls and from web-based self-service portals. The software allows us to manage and track all incidents easily with a defined process through the entire life cycle of each incident. And, most importantly, we can ensure timely resolution of incidents in terms of existing client service levels, and if we are falling behind, ServiceDesk Plus automatically manages escalation paths.
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