Help Desk Software for MSPs
Success case for complete service management
of a Managed Service Provider. An integrated approach to the provision of managed IT services: IT Service Management
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Customers who have chosen us
What does Deepser offer?
Here we list some of the features that have been used to offer our customers the best solution on the market.
CONTRACT MANAGEMENT
SERVICE DELIVERY
FLOW MANAGEMENT
BILLING
INVENTORY
CUSTOMIZATION
INTEGRATION
The company in brief
The group is one of the largest Italian MSPs and for decades has been designing, managing and securing the entire IT infrastructure of its customers, guaranteeing 24/7 support. It offers companies and public administrations multidisciplinary skills and encourages innovation across the entire corporate infrastructure with a complete and integrated portfolio of services, technology and software.
Profile
Service
Challenge
Solution
Benefits
Thanks to the configurability of Deepser, the group customized the platform to its specific needs, simplifying flows and automating them. He was able to aggregate data from different sources and, consequently, manage multiple operational flows in Deepser, increasing productivity and quality of work.
The intuitive platform allows the collaboration of all departments of the different companies, significantly improving the internal organization and the provision of the services offered.
Problem Identification
Information regarding services, customers and activities was fragmented and managed in different software solutions, which made it difficult to consult. The ticketing solution in use was obsolete and the low performance affected productivity. Furthermore, the different systems were not easily modifiable and it was not possible to adapt them to meet new business needs.
Needs and Goals
How Deepser met the company’s needs
Since the adoption of Deepser involved the entire group of companies, the project was managed in macro phases:
The group has automated the management of the Service Desk (Incident, Request, Problem and Change). He then configured the Sales module for the creation of offers and the delivery of orders. The inventory and stocks of the multiple warehouses, managed and monitored with Deepser, are always automatically updated in real time. Contract management has been integrated with invoicing, thus automating invoicing activities, both recurring and non-recurring, of contracts but also of tickets. Finally, the customer portal was configured by creating a portal dedicated to each company in the group. Each portal is branded and allows customers to send requests, consult active contracts, fill out surveys to monitor Customer Satisfaction and access useful information regarding the services in use.
Risultati
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Reviews
Convenient because I always have all the requests in progress under control and I can use quick replies within the tickets.”
Very satisfied with the modules we use, Help Desk, Knowledge Base, CMDB, CRM.”
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