An Integrated Help Desk Solution Support inquiries typically come to ZBS via telephone.
Thirty-two support specialists field calls to the support hotline from the company headquarters in Wiesbaden.These specialists receive an average of 10,000 inquiries per month, although during peak times, they can receive as many as 17,000 calls a month.
To support the support team, R+V has created a comprehensive service desk solution through a variety of integrations with Remedy.The custom application built on AR System is used for entering and tracking tickets and for routing those tickets to the appropriate support team.The integrations enhance AR System’s capabilities, enabling the support team to be more efficient in processing inquiries and resolving trouble tickets. In fact, as a result of the integrated solution, support specialists on the hotline resolve most calls within 30 minutes.
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