omnitracker self service portal breakfast seminar

Breakfast Seminar

OMNITRACKER Self Service Portal

OMNINET

Breakfast Session

Breakfast Seminar Concept

Blend between Presentation/demo and Breakfast

Please feel free to keep enjoying the breakfast during the presentation/demo

Agenda

Powerpoint Presentation / Live Demo: 90 min. in total

1. Introduction (5 min)

2. PPT - OMNITRACKER Self Service Portal (25 min)

3. Coffee Break (15 min)

4. DEMO - OMNITRACKER Self Service Portal (20 min)

5. Closing PPT - OMNITRACKER Self Service Portal (10 min)

6. Q & A (15 min)

OMNITRACKERArchitecture

Introduction

Layered Architecture

Core Components

Core

Clients

Application TemplatesWeb Server

(MS IIS)OMNITRACKER

Application Server + MSA

(MS Windows Server)

Database Server

(MS SQL, Oracle, DB2)

Automation Interface

Web-service

Data Import / Export

EmailGateway

CTIGateway

OMNITRACKERReports

Inc. CrystalReports Dev.

WebGateway

ScanningGateway

GISGateway

InterfaceBus

MS ExchangeServer

SAP SolutionManager Service Desk

MS SharePoint

BaramundiManagement Suite

Smart Client

(Windows)

Full Access

Power User

Web Client

Full Access

Self ServicePortal

Occasional User

Mobile Client

Mobile WebBrowser

Mobile App

Individual Solution

Core Components

Core

Clients

Applications

ITSM Center

Project Mgmt. Center

Financial Mgmt. Center

Facility Mgmt. Center

Individual Application

Document Mgmt.

Stock & Order Mgmt.

Sales Mgmt. Center

System Engineering

Risk Mgmt.

Timegrid

Dispatch Center (GIS)

Survey Mngt (CSAT)

Business Contract Mngt

Self Service Portal(OMNITRACKER ITSM)

Self-Service Portal

What is a Self-Service Portal?

“A self-service portal is a website that enables users—whether they are

customers, employees, suppliers, or partners—to access information and

perform routine tasks, without requiring any interaction with a

representative of the enterprise.”

Broad concept which is not only limited to IT

Should receive more focus in IT organizations

Service Desk entry points (registration)

Traditional 3 entry points:Tele

phone •Unstructured

•Registration is time consuming for Service Desk (SD)

•Low end-user preparation

•Limited control

•Classification by SD

•Only business hours

•Direct interaction

•Urgent issues

•Service Desk agent needs to be available to handle incoming telephone volume

Mail •Unstructured

•Less registration actionsrequired from SD

•Medium end-user preparation

•No control

•No classification

•24/7 available

•No direct interaction

Web S

elf-S

erv

ice

Port

al •Structured

•No registration actions required from SD

•High end-user preparation

•Full control: enforced data input

•Classification

•24/7 available

•No direct interactionrequired

•First step to automation

Service Desk Entry points (cost per ticket)

Ticket registration ‘cost’:

All 3 options have their advantages

Best-practice is to offer all 3 options

We advise to promote the usage of the web Self-Service Portal

High

Medium

Low

Telephone

E-mail

Web Self-Service Portal

What are the drivers for our customers?

24/7 availability

Flexibility & control

Offload 1st line

ReducedCosts

Empowered End-Users

IncreasedCustomer

Satisfaction

Betteroverall Service quality

Always available

Creation of forms is

under your control

Mandatory fields

Peaks can be managed

Usage of knowledge base

Focus on their core tasks

More time & budget

Automatic routing

Involvement

Create tickets

Check Status

Approvals

Happier customers

Self Service Portal

Typical Self-Service Portal actions

Focus on usability:

1. New “Tile” principle;

2. Call Ticket principle;

3. Knowledge base;

4. Webshop;

5. Follow up of tickets.

Self Service Portal: Key Topics DEMO

Call ticket functionality

OMNITRACKER

Call Ticket functionality (ITSM)

FMDBReal Estate

P

Material

Maintenance Management

ReservationsManagement

IncidentManagement

Incident Management

FMIS

ITSM

Master Data

Time Entries

Activity Management

CMDB

U.C.

Service Contracts +

SLA

Link Material

SUBTICKET

SUBTICKET

B F RRequest

Management

Shared Service Center

Self Service Portal


FMDBReal Estate

P

Material

Maintenance Management

ReservationsManagement

IncidentManagement

Incident Management

FMIS

ITSM

Master Data

Time Entries

Activity Management

CMDB

U.C.

Service Contracts +

SLA

Link Material

SUBTICKET

SUBTICKET

B F RRequest

Management


Self Service Portal

Call Ticket

HR / Finance / …

... ... ...



Self Service Portal

Call Ticket

Breakfast Seminar

“Coffee Break” (15 min)

Demonstration

(SSP DEMO)

2x References

OMNITRACKER

USG People SSP

Securitas SSP

Summary

OMNITRACKER

Business Advantages

Structural cost reduction: a customer portal reduces your operating costs, reduces your

communications costs and streamlines your customer and internal processes. The portal

is online integrated with your internal processes and any other applications (eg. ERP

system).

More efficiency: By reducing costs and increasing revenues, your return will increase.

Increased customer satisfaction: an "easy-to-use" customer portal gives your customers a

greatly improved online experience of your service. This results in higher customer loyalty

and customer satisfaction.

Simplicity: one portal for everything (for all applications, customers, issues, orders, and

even for customer conversations).

Operational Advantages

Customer can track their own requests 24/7.

Customer does not need to wait till phone is picked up, do everything at their own ‘pace’.

Study shows that a significant and growing amount of customers have a preference for self-service over speaking with a representative.

Knowledge base can help finding information (even out of hours).

Portal can be customized (personalized), that each department or external customer only sees the relevant information related to their business.

Fully integrated frontend processes (portal, registration, follow up) and backend processes (ITIL processes, order processes, facility management processes, HR processes).

Customer enablement: customer can seek for data himself, customers can help themselves if they want (KB, FAQ, Known Errors).

Automation: forms can trigger directly automated processes.

Some advice / trends

Planning: Start with defining your goals.

Measure these goals.

Important that a user sees the added-value (customer experience).

30” rule: fast, clear and easy ticket registration.

Educate, stimulate and involve your end-users/customers, but also your internal employees.

User experience is key: end-user does not think in processes or technology (fast & easy ticket registration).

Use Knowledge Management.

Speak the language of the customer/end-user.

Shared Service Center: one single SSP for IT, Facility, HR, etc…

Cross-platform availability (mobile).

Questions ?

Thank you for your attention!Thanks for your attention!

Private Closed Group, only for customers

Discussions, Latest News, etc…

LINKEDIN Group „OMNITRACKER“

OMNINET

OMNINET GmbH

D-90542 Eckental

[email protected] – http://www.omninet.de

OMNINET Austria GmbH

A-1010 Wien

[email protected] – http://www.omninet.at

OMNINET Technologies NV/SA

B-3018 Leuven

[email protected] – http://www.omninet.be

OMNINET Nederland

NL-2517 Den Haag

[email protected] – http://www.omninet.nl

OMNINET Russia

RUS-Moscow 121099

[email protected] – http://www.omninet.ru

OMNINET GmbH (Schweiz)

CH-8808 Pfäffikon

[email protected] – http://www.omninet.ch

OMNINET USA

US-New York, NY 10011

[email protected] – http://www.omninet.biz

omnitracker self service portal breakfast seminar

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