End User Support

EMEA Enduser Support Stream

We provide cross-border enduser support services with central controls in real time based on ITIL V3 with the following performance models:

  • IMAC Service – Install Move, Add and Change services for individual end machines
  • Break and Fix – fault clearance of end machines
  • Hands and Eye Support – the long arm of the user help desk at the place of work
  • Refresh – continual exchange of electronic end machines
  • User Help Desk – initial aid by telephone in the case of faults, remote support

The service is performed in the respective language of the country in our cross-border core processes.

Case studies

Hemmersbach Process Management System

The Hemmersbach Process Management System provides a best practice core process application which fulfills the specifications of cross-border provision of services. The service process can be customized out of 500 process steps.

The most important performance features of the system are listed below:

Real-time process transparency

  • Networked, web-based management overview
  • Bi-directional data interface or web-based front end for immediate status reports in respect of the assignment

Automation:

  • Pro-active SLA monitoring and escalation of possible SLA violation
  • Fully automated handling of replacement parts including interface to current logistics concerns
  • Fully automated dispatching process
  • Automated compilation of service reports

Multi-lingual:

  • Customer communications such as service reports or information letters can be processed in several languages
  • Order information can be provided in English and in the respectively required language

3 Core Advantages

Cost Saving

Our central controls and ticket-based invoicing (“pay for performance”) are your guarantee for an efficient performance of service.

SLA Compliance

Our ticket policy enables process transparency in real time on the basis of our Hemmersbach Process Management System.

Many Sites - One Contact

A dedicated Hemmersbach partner takes over the whole responsibility for quality and processing within the entire project in all countries.