Say goodbye to scattered processes and welcome a standardized approach that guarantees consistent service levels throughout your entire organization. One operating system for services drives business success and efficient collaboration:
OPTIMIZE SERVICE MANAGEMENT
Our Enterprise Service Management solution serves as a comprehensive unified operating system for shared services. It enables automation of workloads within and across all service domains and departments. Discover the transformative potential of Enterprise Service Management and embark on a journey towards unrivaled success in service excellence – boosted by AI.
Maximize performance through out-of-the-box automation functionalities for Enterprise Service Management.
Recognize the increasing challenges in dealing with knowledge. Knowledge is the foundation for digitalization - its importance for automation, AI, and processes must be emphasized.
The Serviceware Platform leverages a range of AI solutions to unleash their power in boosting the digital service economy’s potential.
ESM solutions
Use our out-of-the-box solutions to get started quickly and efficiently. Our solutions allow you to build on proven structures, workflows and dashboards for many business processes. The platform's workflow designer makes it easy to create your own workflows or adapt the default ones.
Leave the days of ticket-only management behind and rely on an ITIL-certified ITSM tool to help you manage IT processes. Serviceware ITSM offers AI-powered workflows for service request, incident, problem, change, release and deployment management, CMDB and much more.
→
Relieve the HR department and increase employee satisfaction with modern service management for HR. Facilitate the control of standard processes such as hire requests, on- and offboarding and internal job changes. Features such as the knowledge database and the survey module support self-service and employee listening.
→
Build customer loyalty and improve your reputation in the market by handling customer inquiries in a structured way across all departments and communication channels. AI-based ticket classification and routing, chatbots for customers and AI assistance for service enquiries enable fast and reliable processing.
→
Simplify planning and budgeting for IT services for all stakeholders by providing reliable information for informed planning, automating the planning process, and giving cost center managers unified access to financial data.
→
Optimize resource allocation and increase overall building management efficiency by managing all requests such as incident reports, relocation requests, maintenance and repair requests through your ESM platform.
Ensure clear processes for all types of orders. Starting from your service catalog provided in the portal, the order automatically runs through defined review and approval processes. The initiator remains informed about the progress of his request until delivery.
Support demand management with a workflow to easily assess, classify, conceptualize, and prioritize demands based on clear processes and criteria. And to convert the demand directly into a change after approval.
Improve the management of contracts. Use contract management to transparently document all contracts and contract changes and control the lifecycle of the contract.
Document data protection requests consistently and securely. Use GDPR workflows to ensure that requests from different sources and for different categories are processed correctly and verifiably.
Record security-relevant events in one central place - regardless of whether they are reported by people or by security systems. You can use security operations to ensure a uniform evaluation of the events. You initiate and document the necessary measures for protection or prevention that follow from the event in security incidents.
Serviceware Platform
Our modules allow you to design your enterprise service management exactly the way you need it. No matter what service processes are involved - the platform provides a uniform basis for all users.
The Serviceware Portal forms the web interface between individual Serviceware applications and its users.
Create a single source of truth for your enterprise knowledge as the basis for reliable service.
Omnichannel communication based on intent recognition and intelligent flow design offers around-the-clock service.
A central self-service area in the Serviceware Portal where customers and employees can request your products and services.
A smart tool to optimize the scheduling, dispatching, tracking, and coordination of field service operations.
Embed surveys into service processes to collect user feedback and improve your product and service offering.
Artificial Intelligence
Reduce Average Handling Time and improve Customer Effort Score with these AI features. Find out more about our AI vision.
Serviceware AI provides automated, natural language responses to individual customer requests across all channels (web forms, email, chat).
Let AI analyze, classify, prioritize and route incoming tickets.
Relevant answers to inquiries are provided to the service agent, based on previously solved cases and the company knowledge base. Complete (email) responses are generated in natural language.
Assures the quality of content and keeps knowledge base consistent.
