SoftExpert ESM
Discovery how SoftExpert ESM can revolutionize management in your company!
More organized and smarter requests
- Centralize service request management in a single channel, covering areas like IT, HR, Finance, Legal, and more.
- Set clear priorities and optimize task allocation to prevent overload and reduce rework.
- Track the progress of each request in real time, with automated alerts and notifications to keep everyone informed.
- Preserve and reuse knowledge through a history of service records, building a valuable base for future solutions.
- Identify bottlenecks and patterns with consolidated data, driving more strategic decisions in service delivery.
Centralized service catalog and efficient self-service
- Offer service portals that encourage self-service and reduce repetitive requests.
- Centralize and organize services by department in intuitive catalogs updated in real time.
- Provide an accessible knowledge base with ready-made procedures for employees, customers, and partners.
- Simplify ticket submission with standardized forms tailored to each service type.
- Promote autonomy in resolving common issues, speeding up support and boosting satisfaction.
- Design custom workflows for each request using no-code tools—no programming required.
Change Management
- Connect service management with portfolio, project, and enterprise resource processes in an integrated way.
- Adopt ITIL-based practices to ensure changes are planned, assessed, and implemented with minimal operational impact.
- Analyze incidents thoroughly using tools for root cause identification.
- Keep all IT asset information organized in a single, centralized repository.
- Generate analytical reports with performance, quality, and service efficiency indicators.
Performance metrics and indicators
- Monitor SLAs in real time to ensure deadlines are met and service efficiency is maintained.
- Track performance indicators by department, team, or service to identify bottlenecks and improvement opportunities.
- Implement satisfaction surveys at the end of service, such as CSAT (Customer Satisfaction Score) and NPS (Net Promoter Score).
- Generate automated reports with customized dashboards and clear visualizations of key KPIs.
- Evaluate individual and team performance based on objective, historical metrics.
