Retail

e-Service Desk Working in Retail

ICCM's Service Management Solution, e-Service Desk has been chosen by a number of Retail companies including: TK Maxx and Hallmark Cards

Retail organisations are facing a very unique set of challenges, often including managing multiple locations and complex supply chains, security risks, government regulations, additional channels and competition, while ensuring excellent customer services.  To properly manage these business processes, it’s essential to utilise effective IT solutions in the day-to-day running of a retail organisation, to ensure the customer facing operation can function with minimum disruption, thereby guaranteeing a professional appearance to their customers.

ICCM’s IT Service Management tool, e-Service Desk, provides retail organisations the ability to support customer-facing staff, as well as the employees supporting the customer-facing staff with all their IT needs, allowing them to be confident that they have open communication and support from their IT Service Desk teams.  When problems occur or when an IT enquiry is received, e-Service Desk provides a tool to allow a Service Desk Agent to open and close calls quicker, set priority levels, as well as allowing the customers to have the visibility to see the status of their call through the customer portal, reassuring them that their calls are being handled.  These features are crucial in helping an IT department to improve Service Levels.

Contact us to find out how ICCM can help your retail organisation.