Enterprise Self-Service for Customers
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GroupLink Enterprise Self-Service Portal (SSP) module, released early 2021, enables eWorkflow for self-service requests and incidents as well as AI-level data collection and tracking for analytic community-related forecasting.
Examples of providing self-service support access include providing various kinds of support pages or support request forms on the website for:
City, county and state organizations
Citizens, elected officials, vendors and staff can submit details of their support needs in user-friendly forms.
K-12 district, university, college and campus organizations
Students, parents, faculty vendors and staff can submit self-service requests.
Other businesses and organizations
Employees, vendors and customers can submit self-service requests.
Just a few of the many benefits of the Enterprise Self-Service module include:
SSP request workflows allow for ongoing delegation, routing, accountability and resolution with the relevant department or person.
Various requestor users of the SSP can quickly submit details of their requests using nested dropdown categories and options.
Statistical & Historical Accuracy
Because all data about service requests are consistent, statistical and historical accuracy is ensured.
Performance metrics and related safeguards built within the eWorkflow features of the system (promoting accountability, SLA and audit integrity) make it possible to commend and incentivize responsiveness to service requests
Audit & Analytical Tracking
Data from requests and resolutions are collated for
department managers to combine, segment, filter and sort, allowing them to discern trends, anticipate problems, make corrections, enforce accountability, ensure safety and justify investments which strengthen their department and their team’s mission.
The SSP system is built on a secure platform with latest generation authentication and security protocols.
Requests can be escalated to achieve higher visibility and faster resolution.
All data received of similar request-types is uniform in form, disposition, resolution and auditability.
Highlight on Best Performers
The eWorkflow dashboard tools can be used to highlight the best performers giving graphical alerts to managers to recognize high-achievers.
As workflow routing and resolution take place, those involved can provide internal and/or requestor-visible comments while providing ongoing emailed feedback to the requestor.
Self-service forms are very easy to create and to fill-out.
Streamlined workflows make it possible for clear and consistent receiving and routing of service requests.
Alerts & Notifications
Responsiveness can be improved by use of alerts and notifications.
Every person who has accountability for responsiveness, quality and safety can benefit by using the Enterprise Self-Service module and can by being in the eWorkflow routing stream of service responders and auditors. Hence, the Enterprise Self-Service module is also available as part of a site license for GroupLink everything HelpDesk (eHD).
Please talk with your GroupLink Customer Success representative or fill out this form to learn about Enterprise Self-Service site license pricing, benefits, training and configuration.
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