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THE MISSION

To halve service solution time

World first
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Expert Distribution

The „ATD – Automatic Ticket Distribution™“  makes it possible: All service tickets are automatically distributed to the right expert.

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Complex knowledge

With help of the “Spider Agents” Service First Answer from your whole company direcly to the 1″level.

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Unique Competence

Your employees on the 1st level permanently receive  unique knowledge. This pays.

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METHODS


Profit from the key features

atd

Automatically find the right expert

With the help of ATD™ technologies the worldwide help desk is very smartly controlled. Automatically the right expert for each ticket is found and distributed according to SLA. The processing and selection times are in this way dramatically reduced and the productivity f service employees increases by 50%.

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Find solution knowledge everywhere in the company

The “Spider Agent” is a solution recognition with BigDate technology. Complex solution knowledge can thus be found everywhere and served to the point of service. First Answer recognises structured and unstructured information, searches in all knowledge sources such as historic tickets, documents, Intranet, Wikis and master data, remembers user behaviour to find the solution and serves the correct solutions, knowledge and solution suggestions. This drastically cut the solution times!

FUNCTIONS


First Answer at a Glance

The solution method, features and use to drive the worldwide help desk organisation.

TICKET MANAGEMENT

With the Observer you ensure one thing: The best employee processes the ticket. To do so all information surrounding the ticket is analysed. Not only information as to which customer, which product, which IT service or which machine is affected, but also the agreed response time and the level of knowledge of the service employee is considered.
Tickets are permanently observed and prioritised according to the current situation. Solutions are automatically recognised from historic tickets and proactively offered.
First Answer does not administrate any tickets. First Answer organises solutions and relieves the burden on experts.

FA_Ticketmanagement_B

SLA Management

World’s first: Service-employee control processes in realtime

Service processes are operatively securely and sustainably controlled by First Answer. Hereby guaranteed contract components (SLA) such as processing time or solution time are stored per customer, country, organisation, product or service. You hereby support key figures, business rules and SLA criteria in realtime while processing tickets. Your service employees see the agreed times at a glance in realtime. And the free configuration of business rules ensure the individual display of your customers’ SLAs. This makes you flexible and nevertheless ensures internal service process standards worldwide.

FA_Ticketmanagement_B

MULTI-CHANNEL COMMUNICATION

First Answer connects your service organisation to the entire world

All inbound channels can be simply included with First Answer integration. Mail, telephone, chat, forums, self-service portals, remote services or Industry 4.0 BDE can open service tickets. The incoming information shall be pre-processed, prioritised and filtered according to the channel.

ARTICIFICAL INTELLIGENCE

AI on the basis of BigData technology recognises patterns in the problem description. Realtime. On the basis of this pattern, AI finds solution knowledge, documents and even assisting colleagues. AI therefore assists the transfer of knowledge from the depths of the company to the point of service and increases the information content of the found solution suggestions. Enormous service resources are hereby released. FA_Ticketmanagement_B

REALTIME MONITORING

World’s first: service employees can independently adhere to SLAs

We believe in the intrinsic motivation of people in service The realtime monitor shows per incident the remaining time to adhere to the service promise, the service level agreement (SLA) or servicing contract. Depending on customers, his contract, product and on which service level the incident is. This not only removes a large burden on employees, it also creates a high level of motivation in employees.FA_Ticketmanagement_B

INTEGRATION IT INFRASTRUCTURE

First Answer wraps itself like a coat around the existing IT infrastructure and listens precisely to where the information sources are, who has contributed to solutions and what the next step of the process is. Leading systems such as CRM, enterprise resource planning or production planning can easily be integrated and also special tools such as document management systems, catalogues, videos, self-service portals, social media monitoring systems or technician deployment planning.

TICKET MANAGEMENT

With the Observer you ensure one thing: The best employee processes the ticket. To do so all information surrounding the ticket is analysed. Not only information as to which customer, which product, which IT service or which machine is affected, but also the agreed response time and the level of knowledge of the service employee is considered.
Tickets are permanently observed and prioritised according to the current situation. Solutions are automatically recognised from historic tickets and proactively offered.
First Answer does not administrate any tickets. First Answer organises solutions and relieves the burden on experts.

FA_Ticketmanagement_B

SLA MANAGEMENT

World’s first: Service-employee control processes in realtime

Service processes are operatively securely and sustainably controlled by First Answer. Hereby guaranteed contract components (SLA) such as processing time or solution time are stored per customer, country, organisation, product or service. You hereby support key figures, business rules and SLA criteria in realtime while processing tickets. Your service employees see the agreed times at a glance in realtime. And the free configuration of business rules ensure the individual display of your customers’ SLAs. This makes you flexible and nevertheless ensures internal service process standards worldwide.

FA_SLA-Management_A

MULTI-CHANNEL COMMUNICATION

First Answer connects your service organisation to the entire world

All inbound channels can be simply included with First Answer integration. Mail, telephone, chat, forums, self-service portals, remote services or Industry 4.0 BDE can open service tickets. The incoming information shall be pre-processed, prioritised and filtered according to the channel.

ARTICIFICAL INTELLIGENCE

AI on the basis of BigData technology recognises patterns in the problem description. Realtime. On the basis of this pattern, AI finds solution knowledge, documents and even assisting colleagues. AI therefore assists the transfer of knowledge from the depths of the company to the point of service and increases the information content of the found solution suggestions. Enormous service resources are hereby released.

FA_KI_C_Prozesssteuerung

REALTIME MONITORING

 

World’s first: service employees can independently adhere to SLAsWe believe in the intrinsic motivation of people in service The realtime monitor shows per incident the remaining time to adhere to the service promise, the service level agreement (SLA) or servicing contract. Depending on customers, his contract, product and on which service level the incident is. This not only removes a large burden on employees, it also creates a high level of motivation in employees.

FA_Realtime_D

INTEGRATION IT INFRASTRUCTURE

First Answer wraps itself like a coat around the existing IT infrastructure and listens precisely to where the information sources are, who has contributed to solutions and what the next step of the process is. Leading systems such as CRM, enterprise resource planning or production planning can easily be integrated and also special tools such as document management systems, catalogues, videos, self-service portals, social media monitoring systems or technician deployment planning.

 

Samhammer AG


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Technical
Helpdesk

  • Create room for experts
  • Increase first solution rate
  • Develop knowledge
  • Sustainably achieve SLAs
  • Decrease ticket rate

The Helpdesk takes over the initial clarification and drives the process over all service levels to the final solution. The service excellence model guarantees a sustainably high first solution rate and economy. Leading businesses have trusted in the technical expertise of Samhammer AG for many years.

Read more at Samhammer AG – Technical Helpdesk

Service
Excellence Consulting

  • Service strategy (service promise)
  • Processes and organisation
  • Ability and knowledge
  • Culture
  • Tools

We make the difference in that we do not only gain our expertise from consulting. We advise you in the scope of our service excellence model with an implementation concept and accompany the cultural change with change management. Our solutions have been tested in practice and offer a genuine measurable additional value

Read more at SamhammerAG – Consulting

Internet of Things Helpdesk

  • Rectification of IoT services
  • Application management
  • IoT remote services
  • Security management

Products with internet of things service enthuse customers, increase productivity and usually reduce operating costs, The smart service helpdesk does not only ensure technical support, rather it helps through knowledge logistics in the successful market launch of new products and helps to avoid expensive tickets. To do so our key user ensures this by preparing knowledge and provide this in user forums as an aid to self-help.

Read more at Samhammer AG – IT Helpdesk

Industry 4.0
Smart Helpdesk Service

  • Preparation of BDE data for incidents
  • Artificial intelligence for BDE pattern recognition
  • Controlling of incidents for field service

With the help of AI BDE data are analysed and prepared for the service organisation. Useless use of technicians are thus avoided and service tickets with the right SLA are administrated in your service organisation. Your global helpdesk is smart managed in that the right expert for each ticket is automatically found. The processing and selection times are hereby dramatically reduced and the productivity of service employees increases by more than 50%.

Allow a Samhammer expert show you the project with wind power plants and Industry 4.0.

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SLA
Management

Service Center
2020

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