United States

Using BPM, the Division of Siemens Healthcare measurable optimized its customer processes. Project Director Dorothee Funke from customer service: This award we are very pleased and see us more encouraged in our decision for Cordys. We work together on further implementation of the process.” Looked up: keyword process model reports the customer a disorder, a service technician must move on quickly. Which employee can be the fastest on the spot, determined, for example, a Google Maps integration in service management. Cordys solution day pointed the process live, how to implement such a solution quickly. The user creating the process model first according to the requirements of the Department by drag and drop. Just as it runs then the Cordys environment.

Existing rules for processes, for example, what action is followed by a detailed error message can be incorporated and be reused. Once created models can be also always optimized without programming effort. In demand: Hans-Cristian Edwards, Chairman manufacturing solutions Germany, Cordys, BPM trends of increasing economic pressures of recent years leading increasingly to that companies deal with the opportunities of business process management. The biggest benefit is evident in typical cross-cutting areas such as finance & controlling, purchasing, ERP (supply management), logistics and of course IT. It is therefore important that their respective requirements in the Center. Further expect users of BPM solutions, they are adaptable to quickly offer – and at any time. They should also comprehensively support staff that measurably improve situation in the Department and depict even the compliance regulations of the companies.

The trend goes too fast installation-ready out-of-the-box solutions therefore.” About Cordys Cordys is a global provider of software for business process innovation. Global 2000-company all over the world have for Cordys decided to increase the company performance and increased productivity to achieve reduced time-to-market and a faster response to the constantly changing requirements of the business environment. The global company headquartered in the Netherlands. In addition, Cordys maintains offices in the United States, in Germany, EMEA and the Asia-Pacific region. For more information, the print copy or email requested to: dieleutefurkommunikation Sarah holder editorial Kadam road 20 71069 Sindelfingen Tel.: + 49 (0) 7031 76 88-75 fax: + 49 (0) 7031 675 676 E-Mail: Web:

Ticketing

The specific COMPUDATA ticketing system for optimal customer support the concept of trouble ticketing system (TTS) is currently on everyone’s lips, and each major company that puts something up, operates such a system. Synonyms are terms for the same connection known as the help desk system, task tracking system, issue tracking system or support ticketing system. All those systems is common is that they use some kind of software to manage customer inquiries (tickets). Tickets are present customer requests received via different media such as Internet, email or fax in electronic form. The term risk\”means\” danger or risk; Hedge\”can literally in German with a hedge or fence\” be translated.

Thus the term risk hedge means\”in a figurative sense a hedge against uncertainty. Thus, a functioning system that turns away to this uncertainty, is the guarantee for completely satisfied customers. Because an adequate Ticketing system needs or deficiencies detected at an early stage and turn thus any dissatisfaction and so that any risk to alienate customers, or even losing, because so far it will never come. \”To customer requests are received, confirmed, classified or edited, is common to all systems that tickets for this so-called\” be assigned to further processing. As long as this request and that this ticket is pending, so crude, whose status as an open \”refers to. The ticket is then assigned to a person or a function body, which processed it. Aim of the whole is a satisfied the customer and therefore the resolution request.

This is the case, one ultimately speaks of the closed\”ticket. In accordance with the requests of the various request controller are differentiated according to the service level agreements (SLA) urgency levels and operational level agreements (OLA) distinguished. Failure to comply with the SLA or OLA are the associated Activate escalation levels. Customer concerns in the usual sense refer generally to problems or errors (incident).