Service delivery is inherently complex—and immensely
challenging. That's because service takes place within a tangled
web of people, organizations, locations and assets—all
governed by contracts or SLAs. In most organizations, service
execution has been ad hoc at best. Until now.
RightEdge provides a comprehensive solution spanning the
full service delivery process so companies can:
Create: Create standard services and offer
them through a catalog to enable an automated self-service
process
Manage: Manage service requests through their
entire lifecycle, coordinating people, required assets and
service agreements
Charge: Charge appropriately to reflect the
true value for services performed
Refine: Refine service delivery to match
evolving customer needs—aligning service costs with business
cycles while optimizing costs and improving overall satisfaction
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Manage Your Service. Service Your Business.
Service organizations exist to make companies run smoothly.
Providing end user services. Provisioning hardware. Executing
move-add-changes. Managing external service vendors. And the
list goes on. But up to half of the costs to deliver such services
result from the inefficiencies of managing the service process
manually—and without standardization to maximize the usage
of a company’s assets and service contracts.
Progressive companies can point to efficient service operations
that promote high productivity without being burdened by excessive
operational costs. With a renewed business mandate to further
reduce costs and improve productivity—yet still provide
best-in-class services—smart organizations look to transform
service delivery from a cost center into a value center, leveraging
the same principles of process improvement and automation used
to reengineer CRM or supply chain initiatives.
Likewise, managed service delivery organizations are searching
for new ways to standardize, enforce and refine best practices
for delivery of services in an effort to better serve their customers
while increasing the bottom line.
RightEdge's Impact:
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Increase productivity by 40-50%
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Streamlining processes - remove exceptions
Setting clear business expectations
Resolving service requests the first time around |
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Improve asset performance by 20-30%
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Clear visibility to what assets you have and their cost
Establishing clear asset ownership & entitlement
Asset and services associated for quick service execution |
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Improve agreement performance by 25-30%
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Getting what you paid for
Executing service warranties
Meeting Service Level Agreements |
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Increase customer satisfaction by 40-60%
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Aligning service goals with business goals
Setting clear expectations on services provided
Communicate value and cost of services provided |
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