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Self-Service Portal
Streamline your operations and enhance user experience with ASISTA’s Self-Service Portal, a standalone platform designed to empower users and improve efficiency.
Empower your customers and agents with easy-to-use self-service portal, reducing your support team’s workload and improving customer satisfaction.
- Knowledge Base: Access a comprehensive library of resources, including articles, FAQs, and guides, to find answers to common questions and issues.
- Collaboration Tools: Convert a solved issue or request into a Knowledgebase Article or How-To guide to assist other agents & users who face the same issue.
- Utilize Chatbots: Offer 24/7 automated support for common queries, providing instant resolutions using well-trained chatbots.
Ticketing Portal
ASISTA’s Ticketing Portal is a user-friendly platform designed to streamline ticket management and improve customer satisfaction.
With ASISTA’s Ticketing Portal, organizations can streamline their ticket management processes, improve customer support, and enhance overall operational efficiency.
- Ticket Creation: Users can easily create new tickets, specifying the issue type, priority level, and other relevant details.
- Ticket Tracking: Users can track the status of their tickets in real-time, providing transparency and visibility into the resolution process.
- Communication Tools: The portal includes communication tools such as comments and notifications, facilitating collaboration between users and support teams.
- Collaboration Tools: Facilitate communication and collaboration among agents, enabling them to share insights and work together on requests.
- Integration Capabilities: Seamlessly integrate with other systems and tools to provide a unified agent experience and improve operational efficiency.
Service Catalog Portal
ASISTA’s Service Catalog Portal is a comprehensive platform that enables organizations to manage and showcase their services in a user-friendly manner, enhancing the overall service delivery experience.
With ASISTA’s Service Catalog Portal, organizations can effectively showcase their services, streamline service request processes, and improve overall service delivery.
- Service Listings: Showcase a catalog of services offered by your organization, including descriptions, pricing, and availability.
- Service Requests: Allow users to submit and track service requests, such as IT support tickets or facility maintenance, with ease.
- Request Management: Allow users to easily request services from the catalog, with options to customize requests based on their specific needs.
- Approval Workflows: Implement approval workflows for service requests, ensuring that requests are reviewed and approved by the appropriate stakeholders.
Reporting Portal
ASISTA’s Reporting Portal is a powerful platform that enables organizations to create, manage, and analyze reports to gain valuable insights into their operations and performance.
With ASISTA’s Reporting Portal, organizations can leverage data-driven insights to make informed decisions, improve operational efficiency, and drive business growth.
- Reporting and Analytics: The portal provides reporting and analytics tools to help organizations gain insights into ticket trends, service utilization and performance metrics.
- Report Creation: Easily create customized reports using a variety of data sources, including ticketing data, user activity, and performance metrics.
- Scheduled Reports: Schedule reports to be generated and delivered automatically, ensuring that stakeholders receive timely updates on performance.
- Data Export: Export reports in various formats, such as PDF, Excel, or CSV, for further analysis or sharing with stakeholders.
Ticketing Workflow
ASISTA’s Ticketing Workflow capabilities using well defined rules can help organizations automate the process of ticket handling, and manage & resolve customer inquiries and service requests efficiently.
By leveraging ASISTA’s ticketing workflows, organizations can streamline their ticket resolution process, improve response & resolution times, and enhance customer satisfaction.
- Workflow Automation: Workflows outline the steps involved in ticket resolution, such as ticket creation, assignment to agents, status updates, and resolution.
- Rule-Based Routing: Rules are used to automatically route tickets to the right agents or teams based on predefined criteria. For example, tickets can be routed based on the type of issue, the skillset of the agent, or the priority level of the ticket.
- SLA Management: Service Level Agreements (SLAs) define the expected response and resolution times for tickets. ASISTA uses rules to ensure that tickets are handled within the specified SLA timeframe.
- Escalation Rules: Escalation rules define conditions under which a ticket should be escalated to a higher level of support or management. For example, a ticket that has not been resolved within a certain timeframe may be escalated to a senior support agent.
- Notification Rules: Notification rules are used to keep stakeholders informed about the status of tickets. For example, notifications can be sent to customers when their ticket is received, assigned, or resolved.
- Customizable Workflows: ASISTA allows organizations to customize workflows and rules to suit their specific needs, ensuring you get flexibility to align ASISTA with your organization’s processes and workflows.
Dashboard Portal
ASISTA’s Dashboard Portal provides a centralized platform for organizations to visualize and monitor key performance indicators (KPIs), metrics, and trends in real-time, empowering them to make informed decisions and drive business success.
With ASISTA’s Dashboard Portal, organizations can transform raw data into meaningful insights, drive continuous improvement, and achieve their business objectives effectively.
- Customizable Dashboards: Create personalized dashboards based on user roles that display relevant metrics and KPIs, allowing users to focus on the information that matters most to them.
- Real-time Data Visualization: Visualize data in real-time through interactive charts, graphs, and widgets, providing actionable insights at a glance.
- Performance Tracking: Track performance against predefined goals and benchmarks, enabling organizations to identify areas for improvement and take corrective actions.
- Drill-down Capabilities: Drill down into specific data points to gain deeper insights and understand the underlying trends and patterns.
- Collaboration Tools: Facilitate collaboration among stakeholders by enabling them to share and discuss dashboard insights, fostering data-driven decision-making.
- Mobile Compatibility: Access dashboards on-the-go from any device, ensuring that users can stay informed and make decisions wherever they are.
ASISTA has enabled our IT response team to move to centralised support, automated call routing leading to staff optimisation and cost saving and also improved our service response promptness leading to accountable service delivery. This has helped to reach employee centricity & high level of employee delight.
We are glad to inform that ASISTA has been instrumental in enabling the IT support team to respond to employees efficiently to resolve their services issues. We have seen a remarkable improvement in CSAT levels due to better responsiveness by the IT support team.
We are extremely happy after using ASISTA for our customer operations as ASISTA has been instrumental in enabling out consultants to respond and cater to customer requests and queries efficiently. We have seen a remarkable improvement in Customer Satisfaction as well as Consultant productivity.
FAQs
Frequently Asked Questions by Businesses
Employee Service Solution
01. What is Enterprise Service Management (ESM) and how does ASISTA support it?
Enterprise Service Management (ESM) extends IT Service Management (ITSM) principles to other business areas like HR, Finance, Legal, and Facilities. ASISTA supports ESM by offering a unified platform that allows you to manage service requests, automate workflows, and provide self-service options across multiple departments, improving overall efficiency and employee satisfaction.
02. How can ASISTA improve employee productivity?
ASISTA enhances employee productivity by streamlining business processes through automation and unified workflows. Employees can access a self-service portal, manage their requests efficiently, and benefit from tools like knowledge base management and advanced asset management, which reduce downtime and improve response times.
03. What types of services can be managed through ASISTA's platform?
ASISTA’s platform can manage a wide range of services beyond IT, including HR, Finance, Legal, and Facilities. It enables organizations to align their service management with industry standards, offering features like service request management, SLA management, and customizable dashboards to monitor and optimize service delivery.
04. How does ASISTA ensure consistent service delivery across different departments?
ASISTA ensures consistent service delivery by providing a centralized platform that standardizes processes across departments. With tools like SLA management, CSAT surveys, and detailed reporting, ASISTA helps maintain service quality, meet performance goals, and continuously improve customer and employee satisfaction.
05. Is ASISTA customizable to fit specific business needs?
Yes, ASISTA is highly customizable to meet the unique needs of your business. It offers unmatched flexibility in configuring workflows, automation, and service management processes, allowing you to tailor the platform to align with your specific operational requirements and business goals.
IT Service Management Solution
01. What is IT Service Management (ITSM) and how does ASISTA support it?
IT Service Management (ITSM) refers to the processes and practices involved in designing, delivering, managing, and improving IT services within an organization. ASISTA supports ITSM by offering a comprehensive platform that includes tools for incident, problem, change, and configuration management, all aligned with ITIL standards to optimize IT processes.
02. How does ASISTA ITSM help in aligning with ITIL standards?
ASISTA ITSM is designed to align your IT operations with ITIL (Information Technology Infrastructure Library) standards, ensuring best practices are followed. The platform includes modules like Incident Management, Change Management, and Configuration Management that help in systematically managing IT services, improving efficiency, and reducing risks.
03. What features does ASISTA ITSM offer to improve IT agent efficiency?
ASISTA ITSM offers various features to enhance IT agent efficiency, including Self Service & Knowledge Management for quicker issue resolution, Incident Management for handling unexpected disruptions, and Ticketing Automation to reduce manual workloads. These tools allow agents to focus on critical tasks and improve service delivery.
04. How can ASISTA ITSM help in managing IT service requests and incidents?
ASISTA ITSM provides robust tools for managing IT service requests and incidents, ensuring timely resolution and minimizing downtime. The platform includes features like Request Management, Incident Management, and SLA Management, along with dashboards and reports to monitor performance and ensure compliance with service level agreements.
05. Can ASISTA ITSM be customized to fit specific IT operational needs?
Yes, ASISTA ITSM is highly customizable, allowing organizations to tailor workflows, automation rules, and management processes to meet their specific IT operational needs. Whether it’s aligning with internal policies or accommodating unique service requirements, ASISTA provides the flexibility to adapt to various IT environments.
Business Process Solution
01. What types of business processes can be automated with ASISTA?
ASISTA allows you to automate a wide range of business processes, including production workflows, departmental procedures, insurance claim processing, and employee services. The platform’s no-code tools and customizable workflows enable organizations to streamline operations across various departments, enhancing efficiency and reducing manual errors.
02. How does ASISTA's no-code platform benefit businesses in process automation?
ASISTA’s no-code platform empowers businesses to automate processes without the need for extensive coding knowledge. This allows teams to quickly design, implement, and modify workflows, making it easier to adapt to changing business needs and improving overall process agility.
03. Can ASISTA integrate with existing business systems and tools?
Yes, ASISTA can seamlessly integrate with your existing business systems and tools, providing a unified platform for managing and automating processes. This integration capability helps organizations maintain consistency across systems while enhancing process efficiency and data flow.
04. How does ASISTA improve the efficiency of departmental processes?
ASISTA improves the efficiency of departmental processes by providing customizable workflows and automation features that reduce manual tasks, improve communication, and ensure that all processes are aligned with organizational goals. Departments can operate more cohesively and respond faster to business needs.
05. How does ASISTA ensure the security of automated business processes?
ASISTA ensures the security of automated business processes by implementing robust security measures, including data encryption, access controls, and compliance with industry standards. This ensures that sensitive business information is protected while processes are automated, reducing the risk of breaches and ensuring compliance with regulatory requirements.