PNMsoft Sequence Ticketing Solution (PSTS)

Transcription

1 PNMsoft Sequence Ticketing Solution (PSTS) PNMsoft Sequence Ticketing Solution (PSTS) is a software solution built on an industry leading Business Process Management platform. It enables organizations to manage, track and resolve support tickets within a unified interface using Case Management methodology. PSTS is ideal for organizations that handle thousands of Service/Case/Support tickets per day and need to coordinate the work of Service and Delivery personnel. It enables compliance with SLAs, escalations, and exception handling. PSTS is a powerful, flexible solution which goes beyond standard helpdesk functionality and includes a range of intelligent features and capabilities for rapid customization and change. Workflow PSTS is built on a BPM/Workflow platform, enabling you to customize the process flow of tickets based on the customer, Case type, organization, etc. The flexibility of the flow is a major value that enables an absolute fit between the system and the actual process. The following is an example of an out-of-the-box, general workflow: 1. Customers open support tickets via a user-friendly web portal. OR Service agents open support tickets via PSTS. (Tickets can also be triggered automatically from an external system.) The input screen is fully customizable, including a drag-and-drop Form Designer for creating forms that captures all the Case/Ticket details. Open Support Ticket

2 2. The ticket undergoes automated or manual triage (sorting). 3. PSTS assigns tickets to the appropriate team based on their status and priority. 4. Tier 1 agents login and view the current support tickets. 5. Tier 1 agents fetch support tickets and attempt to solve them. 6. If required, Tier 1 agents can escalate tickets to Tier Tier 2 agents resolve tickets. 8. The Customer is notified in real time about ticket status and resolution. 9. The flow logic is fully customizable, including the tiers, escalations, business rules, etc. The support workflow can be customized using a visual flowchart editor: Visual Workflow Editor Case Management PSTS facilitates handing tickets using Case Management methodology, providing key features such as: Dynamics Task Assignment Sub-processes which can be invoked dynamically by service and support agents Document Management and Case Metadata views Advanced Collaboration and Social tools Intelligent Analytics and BI

3 Intelligence PSTS is an intelligent solution which takes into account: SLA: Ensures initial response, remediation, and resolution according to customer SLA. Priority: Ranking of tickets according to priority and severity. Skill level, Availability and Workload balancing: Assignment of tickets to teams according to their skill level and agent availability. Notifications: Ability to notify relevant stakeholders at all stages of ticket handing. Ticketing Procedures and Automation Intelligent Operations (Tier 2 Queue) PSTS enables Tier 2 agents to create procedural documents with instructions on how to solve common ticket scenarios. These procedures can then be used in the future by Tier 1 (and 2) agents, significantly reducing overhead. PSTS automated workflows can be configured to manage tickets automatically. Triage itself can be performed manually or automatically.

4 Support Triage Environment and Integration PSTS can be hosted within your SharePoint portal or in any web application. PSTS integrates with SharePoint s native features and adds enterprise-level capabilities such as: Advanced search and filtering according to multiple parameters Support Document Management Grids, lists and libraries Intuitive web forms Social Collaboration features (Q&A, Comments) Out-of-the-box integration with enterprise systems (ERP, CRM, OMS, etc.) Monitoring and Reports PSTS includes powerful real-time monitoring and reporting capabilities, enabling managers and Case experts to view and assess ticket progress, efficiency, general trends and bottlenecks. Easy-to-understand charts, tables and gauges provide quick access to system performance. This ensures that SLAs are being met and the operation is constantly improved.

5 Real Time Monitoring Many out-of-the-box reports are available, for example: Tickets per status Tickets per priority SLA Compliance Resolution times Agent/Team performance Out-of-the Box Reports Additional reports can be easily configured by administrators.