2. Our Clients
We guaranteeRetail 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
2
3. Our clients
Every company needs
Easy access service
Problems quick fix
Specialized personnel
Budget under control
3
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
costs Savings in
recruitment and
personnel
training
4
6. 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
software
Spare parts
stock
Roll 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
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
11
12. How we analyze our performance
VoIP switchboard
logs
Ticket & Asset
Management
proprietary SW
Call Management
propietary SW
Reports and
performance
index
12
BI Tools
13. We ensure every day
85% of calls answered within
20 seconds
<3% of abandoned calls
80% of tickets solved
autonomously
13
14. The number of retail/year
2.500 mono-brand,
multi-brand,
franchising stores
75.000 workstations
[+devices]
in 5 continents
260.000 calls
180.000 ticket for support
or technical assistance
14
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
15
17. 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
Notas del editor
Most impotant component that transmit the quality of service
Becouse is the firs point of contact, becouse there are specialize tecnicians who has the objective to solve the problem within the first call.
But we can provide a global portfolio of services to cover all our customers needs.
Ogni servizio puo vivere anche di vita propria anche se integrate il il Service desk danno maggior valore.
Most impotant component that transmit the quality of service
Becouse is the firs point of contact, becouse there are specialize tecnicians who has the objective to solve the problem within the first call.
But we can provide a global portfolio of services to cover all our customers needs.
Ogni servizio puo vivere anche di vita propria anche se integrate il il Service desk danno maggior valore.
Fare esempio del fatto che è un modello reale sia come processo primario di service management steering committee discussione di casistiche con il cliente.
Che nel quotidiano attraverso delle esperienze (come un ticket trasferito ad un secondo livello: una volta risolto la soluzione viene documentata testata e condivisa con il gruppo di supporto).
I ticket risolti autonomamente sono il valore che ci diferenzia rispetto alla concorrenza:
Gli altri dicono oggettivamente risolvibili (95% degli oggettivamente risolvibili … in alcuni casi addirittura danno il 50% degli oggettivamente risolvibili).