skynet technology - user & retail support made in italy
DESCRIPTION
Skynet Technology profilo aziendale e offertaTRANSCRIPT
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User & Retail Supportmade in Italy
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Chi supportiamo
Devono garantire
Le Aziende
headquarter in Europa
branch office/negozi
worldwide
punti vendita di proprietà e
in franchising
software non omogenei
Parco device (PDL/mobile)
molto numeroso
uno SPOC [Single Point of
Contact] per tutti gli utenti e
per tutte le problematiche
supporto multilingua
supporto 24/7
Massimizzare la risoluzione
degli incident da remoto
Strumenti (ticket & assett
mngmt, customer survay …)
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Chi supportiamo
Tutte le aziende vogliono
un servizio facile da contattare
una soluzione veloce dei problemi
personale competente
costi sotto controllo
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Quali vantaggi
Conviene affidarsi a un
partner.Si tutela da imprevisti
come dimissioni, malattia
Rimane concentrata sul suo core business con
garanzia sugli sla
Maggior garanzia di scalabilitàcon costi variabili e
certi
Risparmio in selezione,
formazione, aggiornamento,
sviluppo e motivazione
delle persone
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L’offerta
Monitoring
Retail
Support
Progetti
Speciali
User
Support
Business service management
Monitoraggio proattivo 24H dei sistemi
Metodologie ed esperienze consolidate nel supporto di catene di negozi a livello internazionale sulle principali piattaforme POS
Rollout Projects
Innovative Technologies
Supporto agli utenti (main e branch
offices Worldwide) e gestione dell’intero
ciclo di vita degli strumenti di lavoro
(PDL/Mobile). Processo integrato
con l’organizzazione aziendale
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Le strutture
SERVICE DESK
SUPPORTO
ON-SITE
STAGING
MONITORING
MAINTENANCE
SPOC 24/7/365 multilingua - ITIL
Training – How To –II° level sypport
Presidio specialistico con SLA presso il cliente supporto operativo per aperture nuove sedi (copertura EMEAI ed UAE)
Configurazione e testing hardware e software multibrand
Magazzino parti
Supporto progetti di Rollout
wiping
Monitoraggio preventivo
sull’intero parco IT
Polling
Manutenzione di tutti gli apparati
asset & changeMngmnt
Mobile Device Mngmnt
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Integrazione
UtentiStrutture
SERVICE DESK
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Integrazione
Fatturazione
Ordini
CRM
Produzione
Inventari
Reportistica
District mgmt
Amministrazione
Risorse umane
Marketing
IT
SERVICE DESK
ProcessiBusiness
Unit
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Integrazione
Device
SERVICE DESK
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Il modello del servizio
Service (re)design
Service delivery
Service transition
Service improvement
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Come misuriamo la qualità
Log del centralino voip
Ticket Management SW
Report di Business
intelligence
INDICI DI PERFORMANCE
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Ogni giorno assicuriamo
85% delle chiamate accolto entro 20 secondi
<3% di chiamate abbandonate
80% dei ticket risolti in autonomia
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I numeri del retail/anno
2.500 negozi monomarca, multimarca, franchising
75.000 postazioni di lavoro [+device]
in 5 continenti
260.000 chiamate
180.000 ticket per supporto o
assistenza tecnica
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I numeri delle altre industry/anno
3.800 apparati di networking
75.000 postazioni di lavoro con contratti di assistenza
180.000 ticket di assistenza remota
86.000 ticket per richieste di assistenza tecnica hardware e software
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