Touchpaper Customer ServiceDesk is a next-generation, graphical business solution enabling an organization’s agents, call centre operators and other customer service staff to deliver efficient, effective and customer-driven levels of service to customers and citizens. Combining process-driven call management with role-based privilege sets, automatic actions, assignment, service levels and escalation is applicable equally to externally-facing customer service functions and public facing information services.

Delivered through a console, web portal or PDA interface, Customer ServiceDesk provides a rich and powerful set of features and benefits to any service delivery operation. 

Key Benefits
• More efficient problem solving helps increase the number of satisfied customers
• Intuitive, role-based information delivery
• Faster call logging and resolution
• Powerful self-service to help customers help themselves
• Powerful service management tools facilitate higher quality support
• A simple and effective way to introduce best practice procedures
• Highly configurable to the individual needs of the organization

Download a Customer ServiceDesk Datasheet.

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Touchpaper MobilePortal

Touchpaper MobilePortal provides a permanent connection to Touchpaper systems from a PDA thus giving analysts who are on the move live access to:

• Information held in any Touchpaper solution - such as details of customers, assets and incidents
• Workload lists
• Incident, Problem and Change management functionality to facilitate call logging and updating
• The ability to close incidents, problems and changes
• Knowledge tools

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Touchpaper ActiveKnowledge

Used effectively, Knowledge Management can deliver high value within a service management environment, particularly in helping analysts, users and customers to find answers to relatively common problems and questions and in ensuring that organizational knowledge is shared and enhanced Knowledge Management is an integral part of all Touchpaper solutions, enabling informed decision making, knowledge and skill dissemination and reducing the time taken and cost of resolving problems as well as improving quality of service.

Through Touchpaper ActiveKnowledge support staff, employees and customers can gain easy, and appropriate access to timely, valuable, structured and validated information through the provision of best practice principles based on the Knowledge Centred Support (KCS) methodology.



Download an ActiveKnowledge Datasheet.

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Touchpaper SelfService



Facilitating personalised and regular communication with employees and customers through the most appropriate means, regardless of location or time zone is a fundamental part of the Touchpaper ITBM solution.

Touchpaper SelfService is a highly configurable, browser-based application that can be seamlessly integrated into an organisation's intranet or Web site to provide employees, customers or citizens with personalized and relevant information and knowledge and with the ability to find the answers to questions and to log and track calls without needing to call or visit the service desk.



Download a SelfService Datasheet.

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Touchpaper ConfigurationManager



A Configuration Management database (CMDB) is a central repository of all information about items (CIs) that the organization’s IT services are dependent upon. This can include service and application data as well as documentation and relevant personnel information.

Touchpaper ConfigurationManager is an intelligent graphical application that enables Configuration Items (CIs) to be identified, defined and placed under version control. In addition, the solution allows relationships between CIs to be established, facilitating effective change management and supporting planning, risk and impact analysis. The Touchpaper ConfigurationManager federates CI data into a consolidated view that allows organizations to with a holistic view of any CI within the Configuration Management Database (CMDB).

Because the CMDB underpins the all service management activity it allows the potential impact of Incident, Problem and Change management processes to be measured (according to ITIL best practices if required) and facilitates good IT governance.



Download a ConfigurationManager Datasheet.

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Touchpaper ProcessManagement



It is often difficult to ensure that employees correctly follow and adhere to complex processes, especially when they span multiple departments. Failure to do this means that deadlines can be missed, actions ignored, customers and employees dissatisfied or regulations breached.  In addition, there is potential for confusion over who is responsible for the different parts of the process. The Touchpaper Process Management solution allows organizations to graphically define and keep control of these critical processes from beginning to end.

Key Benefits

• Clearly and graphically define key business processes
• Standardize business processes to ensure they are followed and that regulations are adhered to
• Ensure consistency and conformity of business processes
• Ensure appropriate, timely approval and authorization with escalations if required
• Enable the exercise of tight change control over the organization’s Configuration Items, for example to improve efficiency of use and to manage changes effectively
• Keep the process flow moving automatically – saving time and need for intervention

New datasheet coming soon.  To request a copy be sent to you as soon as it is released please email intouch@touchpaper.com

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Touchpaper ProcessApprover



Touchpaper ProcessApprover is an intrinsic part of the Touchpaper approach to Process Management. Using Touchpaper ProcessApprover, individuals who are required to approve or provide input into a particular process or part of a process to allow actions such as requests for change or release of knowledge can access ProcessApprover through the Touchpaper ServicePortal to undertake their specific part of the process.

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Touchpaper ManagementInformation (MI)

Touchpaper ManagementInformation (MI) is a highly visual, graphical reporting application designed to provide both IT and business managers with the information they require to track their performance against a range of pre-defined business measures or Key Performance Indicators (KPIs).

Touchpaper MI has been designed to provide immediate access to personalised reports based users’ individual roles and responsibilities. Charts and alerts can be built based on identified Key Performance Indicators (KPIs) such as customer satisfaction, performance, growth, availability or SLAs. Reports are delivered in real time and users also have the added ability to view trend information by enquiring on historical data.



Download a ManagementInformation Datasheet.

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Touchpaper PassMe

Requests for password resets are the most common type of call received by internal and external service desks, accounting for up to 30% of service desk call volumes in some cases. Secure self-service password reset is a realistic way to reduce the volume of calls and also to improve customer service and save support costs.

Touchpaper PassMe is a secure, user friendly system that automates the password reset function. The solution allows users and customers to reset their passwords at the system logon screen after answering a series of security questions. When integrated with Touchpaper ServiceDesk or Customer ServiceDesk, a call ticket will be automatically logged and closed to ensure that every Incident is recorded and tracked.

As well as empowering employees and customers to instantly and securely reset their own passwords without waiting for service desk assistance, Touchpaper PassMe frees up support and service analysts to work on more critical or productive calls and tasks.

Download a PassMe Datasheet.

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Touchpaper ResourceManager



The modern support function has ever-increasing demands on resources. When issues arise, it is often critical to the business of either the internal organization or the customer’s organization that these issues are resolved as quickly as possible or, at the very least, there should be visibility relating to the activity necessary to bring about a resolution and when that activity will take place. It is therefore vital that when required activities are assigned, they do not clash with other, equally important tasks. It is equally important that the resource responsible for undertaking those tasks has full visibility of their outstanding workload.

Touchpaper ResourceManager is a graphical application that enables Analysts to dynamically assign tasks and appointments to individual analysts or analyst groups as a standard part of the support process, while providing full visibility of the incumbent commitments of the group of individual in question.

Download a ResourceManager Datasheet.

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Touchpaper WebAnalyst

In an ever more mobile world with increasingly global operations, users demand access to their key applications regardless of their geographical location, the time zone or the device they are using. Service Desk analysts are no exception, they want access to their Touchpaper system regardless of location so that they can support all users at any time and in any place.

Touchpaper WebAnalyst provides end users with the functionality of the Touchpaper ServiceDesk module in a browser based environment. With access to functions such as Incident, Problem and Change processes and the knowledge management functionality, Touchpaper WebAnalyst is the perfect tool for geographically disparate organisations who want to provide a consistent and consolidated approach to service management.

Doanload a WebAnalyst Datasheet.

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Touchpaper Computer Telephony Integration (CTI)



The Touchpaper Computer Telephony Integration (CTI) module expands the functionality of the Touchpaper ServiceDesk within the Touchpaper ITBM Suite by placing telephone-related customer information and actions at the finger-tips of customer service agents.  By making relevant case and customer information available immediately an agent engages in an in or out-bound telephone interaction; call handling speed, accuracy and quality are improved and this facilitates improved customer service and satisfaction.

Touchpaper CTI is a transparent addition to the ServiceDesk Console environment delivered through an extremely powerful and configurable interface.

 
Download a Computer Telephony Integration (CTI) datasheet.

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