Service Companies
Service requests, SLAs, staff allocation, customer relationships, projects and billing: service delivery that is measurable and accountable.
- Related software
- 6
- Related modules
- 12
- Key processes
- 3
About this solution
Measurable service
In a service company the product is response time and quality; MegaPardaz follows every request from logging to completion and billing, with an SLA and a clear owner.
- Customers see request status in the portal, and managers see team workload and performance.
Key challenges
Lost requests
Requests arrive by phone, email and messaging and some are never followed up.
SLA commitments
Promised response and resolution times are not monitored.
Unbalanced workload
Staff are assigned without visibility of capacity and skills.
Incomplete billing
Hours and services delivered do not become invoices.
The MegaPardaz approach
One request register
Every request in service requests and customer support, with priority and SLA.
Assignment and follow-up
Technician or consultant assignment with SLA monitoring until closure.
Customer and finance
CRM, the customer portal and turning services into invoices.
Key processes
Request to resolution
- Request logged
- Priority and SLA
- Consultant assigned
- Work done
- Customer confirmation
Contract service
- Service contract
- Period requests
- SLA report
- Invoice
Service project
- Project defined
- Tasks and milestones
- Progress report
- Handover
A real-world scenario
The customer logs a request in the portal; it is assigned, high-priority with a four-hour SLA, to a consultant with the right skill; an alert fires before the SLA is breached and, once done, the service is included in the customer’s monthly invoice.
Dashboards and reports
- Open requests and priorities
- SLA performance
- Consultant workload
- Customer history and satisfaction
- Service revenue by customer
Automation and workflow
Automatic routing
Requests are routed to the responsible team by type and region.
SLA alerts
Approaching breach times are flagged.
Customer notifications
Request status changes are sent to the customer.
Cross-department integration
Services and CRM
Every request appears in the customer record.
Services and finance
Delivered services become invoices and receivables.
Services and HR
Consultant attendance and missions inform assignment planning.
Security and access
- Customer portal restricted to that customer’s data
- Teams see requests in their own area
- Audit trail for status and priority changes
BI and AI
- Root-cause analysis of recurring requests
- Workload and staffing forecasts
- Intelligent routing suggestions with human approval
Operational benefits
- Faster, more orderly customer response
- Balanced workload
- Complete service billing
Management benefits
- Service quality measured by SLA
- Profitability per customer and contract
- Team capacity planning based on data
Who it is for
- Technical service and support companies
- Consulting and professional-services firms
- After-sales service centers
Service manager: Sees requests, SLAs and team workload in one place.
See this solution on your organization’s real scenarios
We run a demo session based on your organization’s actual processes.
Request a DemoTalk to the MegaPardaz sales team about plans, deployment and pricing.
Contact Sales