Iguana Web 2.0 Self-Service Portal

Transcription

1 Iguana Web 2.0 Self-Service Portal Self-service your customers will love NEXT >

2 Contents A bright future for self-service SECTION 1 The Iguana difference SECTION 2 More on widgets... SECTION 3 In summary SECTION 4 Index INDEX

3 SECTION 1 A bright future for self-service Self-service is no longer an optional extra in the way we interact with customers today. Wherever they go, people expect reliable and intuitive ways of helping themselves from paying for their supermarket groceries to carrying out transactions from their bank account.

4 SECTION 1 A bright future for self-service A truly first class self-service infrastructure has the potential to set a business apart from the competition in the eyes of its customers, whilst saving it substantial amounts of money at the same time. Functionally rich web interfaces and social networking sites have opened up new possibilities for self-service, empowering customers by providing them with platforms they can easily interact with. Platforms which make them want to adopt self-service as an eager first choice, rather than a painful last resort.

5 SECTION 2 The Iguana difference The potential for IT and business service management is huge but still largely untapped. With this in mind, Sunrise has designed Iguana, a powerful new self-service portal which works in conjunction with Sostenuto, its browser-based service management platform. With Iguana, you will be offering your customers a truly intuitive self-service tool, as well as opening up a bright future for your service operation.

6 SECTION 2 The Iguana difference > Customisable look and feel > Single sign-on > Clear, graphical information > Web widget driven content > Drag and drop > Powerful search facility > Logical, intuitive workflow > Clear, visible feedback after each interaction

7 SECTION 2 The Iguana difference Web 2.0, which has come of age through the massive adoption of social networking sites such as Facebook and Twitter, has brought significant innovation to interface design. We are proud to be the first to introduce this technology to service desk software customer interaction. Iguana allows customers and remote service desk staff to access and manage information within Sostenuto, from wherever they are, through a web 2.0 interface. Gone are the days of flat tabular layouts... Iguana s clean and attractive interface uses web widgets to display information in a user friendly way.

8 SECTION 3 More on web widgets... At a glance, your customers will be able to check statistics, messages or RSS feeds relevant to their queries. Actions appear in pop-ups rather than on new screens, ensuring your customers don t lose their way within the system.

9 SECTION 3 More on web widgets... Most of the data in Iguana is presented in the form of web widgets, or small, dynamic applications that can be installed and executed within a web page by your customers. The web widgets in Iguana allow all of the information about a record to be displayed easily in one place, making it easier for the customer to see at a glance. The web widgets contain information from Sostenuto, as well as the wider web, from Google search to weather reports.

10 SECTION 3 More on web widgets... Iguana is fully customisable, offering your customers the facility to drag and drop content and web widgets, all within parameters which you have set, to create a working environment which they are comfortable with.

11 SECTION 3 More on web widgets... Iguana web widgets can be minimised, maximised and dragged around the screen. Simple icons make them extremely intuitive to use. Iguana will remember your customers settings, so that every time they return, they will find the landing page the way they left it. All the web widgets they have minimised will still be minimised, and the ones that appear will be displayed in the order which they have selected.

12 SECTION 3 Iguana Gone also are the days of searching through individual fields to find the information you need: Iguana s powerful search function makes the location of information much, much easier whilst automatic data refresh ensures that your customers see the latest version of all information. The security settings for both the main application Sostenuto and its self-service portal Iguana are managed from one place, providing a central administration console rather than forcing the administrator to configure two separate systems. Finally, whilst Iguana has been designed to ensure maximum comfort for non-technical customers, it also provides a rich layer of functionality for roving technicians and home workers.

13 SECTION 4 In summary... If you are looking to offer your customers a self-service portal they will love using, whilst also offering your service operation a first-class tool to improve performance, then look no further than Iguana. Click next to see further images of web 2.0 self-service in action.

14 SECTION 4 Add incident - contact Customers can raise their own support calls from a clear and concise interface. Known information, such as contact information can be automatically filled in by the system.

15 SECTION 4 Add incident Roving technicians, home workers, even third-parties can open calls using Iguana, taking advantage of the same dynamic categories and pre-defined summaries as the main Sostenuto interface.

16 SECTION 4 Add note Virtually any Sostenuto action can be made available within Iguana.

17 SECTION 4 Attachments If customers have screenshots or error logs that could help the service desk, they can add them to their incidents in Iguana.

18 SECTION 4 Change authorisation Managers needing to authorise change requests can be sent automated s which direct them straight to the appropriate area of the portal, increasing the chances of a speedy response.

19 SECTION 4 Dashboard The Iguana homepage allows administrators to present customers with a diverse range of information on the service desk, and the wider world...

20 SECTION 4 Dash-slider...and they can then define specific settings for each Iguana widget.

21 SECTION 4 Favourite filter Iguana lets customers choose their own personalised view of records with the favourite filter button.

22 SECTION 4 Forgotten password Customer access to the portal is fully securitised, but an automated password reminder prevents time-consuming calls to the service desk.

23 SECTION 4 Hardware request Customers can make standard requests through Iguana for new hardware for example.

24 SECTION 4 Incident The standard incident management view presents call data in one easy-toview screen.

25 SECTION 4 Knowledge article Customers can search the knowledge database within Iguana, even self-resolving simple issues.

26 SECTION 4 Mandatory fields Mandatory fields ensure that minimum datasets are always added to calls, and clear feedback ensures the customer is never confused.

27 SECTION 4 Index of screenshots

28 INDEX Index of screenshots Add incident contact View screenshot > Add incident View screenshot > Add note View screenshot > Attachments View screenshot > Change authorisation View screenshot > Dashboard View screenshot > Dash-slider View screenshot > Favourite filter View screenshot > Forgotten password View screenshot > Hardware request View screenshot > Incident View screenshot > Knowledge article View screenshot > Mandatory fields View screenshot > Widgets View screenshot > Move widget View screenshot > SECTION 1 SECTION 2 SECTION 3 SECTION 4 INDEX