Date post: | 19-Jun-2015 |
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Technology |
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Retail & Users Support
2
Our Clients
We guarantee
Retail companies
Headquarters in Europe Worldwide stores Proprietary and franchising stores
Non consistent software in all the stores
Many workstations to manage
A SPOC [Single Point of Contact] for every
user Multi-language support 24/7 attended tecnical
support Maximize the resolution
rate from remote Ticket management
system
3
Our clients
Every company needs
Easy access service Problems quick fix Specialized personnel Budget under control
4
benefits
Better to rely on a partner.
No risk on turn over
and disease
problemsFocus on core
business with sla warranty
Scalability; predictable
and variable
costsSavings in
recruitment and
personnel training
5
Offering
Monitoring
Retail Support
Special Projects
User Support
Business service managementProactiveSystem monitoring 24x7x365
Strong experiences and methodologies in international retail support with the main POS software platforms
Rollout ProjectsInnovative
Technologies
User Support (main e branch offices Worldwide) and whole lifecycle
management of IT devices
(WS/Mobile). BPO, strong enterprise
processes integration
Skynet B.U.
6
SERVICE DESK
ON-SITE SUPPORT
STAGING
MONITORING
MAINTENANCE
SPOC 24/7/365 multilanguage -
ITIL Training – How To – II° level
support
Retail Specialist technicians at the Client’s premises with SLA, operative support for new openings. (EMEAI)
Configuration and testing of multibrand hardware and softwareSpare parts stockRoll out projects wiping
Proactive monitoring of the
whole IT infrastructure
Polling
Ordinary and extra-ordinary
maintenance of every device
asset & change Mngmnt
Mobile Device Mngmnt
7
Service model
Service (re)design
Service delivery
Service transition
Service improvement
8
Integration
UsersStructures
SERVICE DESK
9
Integration
Invoicing
Orders
CRM
Production
Inventories
Reporting
District mgmt
Accounting
Human resources
Marketing
IT
SERVICE DESK
Processes
Business Units
10
Integration
Devices
SERVICE DESK
11
What makes us leaders
An efficient Service Desk Is a SPOC Goes beyond the SLA : analyzes the data Keeps track of every user and IT asset
present in the Company Gathers precise feedback Employs specialized technicians, not call
center operators
12 How we analyze our performance
VoIP switchboard
logs
Ticket & Asset Management
proprietary SW Call Management propietary SW
Reports and performance
index
BI Tools
13
We ensure every day
85% of calls answered within 20 seconds
<3% of abandoned calls
80% of tickets solved autonomously
14
The number of retail/year
2.500 mono-brand, multi-brand, franchising stores
75.000 workstations [+devices]
in 5 continents
260.000 calls180.000 ticket for support or technical assistance
15 The numbers of other industries/year
3.800 networking devices
75.000 workstations with assistance contracts
180.000 ticket for remote support
86.000 ticket for hardware and software technical assistance
16
Skynet
MONITORING AND ALERTING
ALWAYS ACTIVE AND
VISIBLE
DISCLAIMER COPYRIGHT SKYNET TECHNOLOGY S.r.L.The information contained in this document is the property of Skynet Technology S.r.l..
This document has been prepared strictly for informative purposes and does not constitute in any way a contract element with Skynet Technology S.r.l.. Its exclusively pertains strategies, developments and
functions of the solutions marketed by Skynet Technology S.r.l.. Skynet Technology S.r.l. does not provide any implicit or explicit guarantee of any kind. All brands belong to their respective owner. This publication can not be reproduced in any part or transmitted in any form or for any purpose without the authorization
of Skynet Technology S.r.l..
SKYNET TECHNOLOGY 2013 ALL RIGHTS RESERVED