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Exploring the Core Features of Vides - Service Desk

Released Date

11 January 2024



When we talk about the fast-paced world of customer service, businesses require a reliable and efficient solution to effectively manage customer issues, inquiries, and information requirements. Enter Vides, Pratesis’ Service Desk meticulously designed to guarantee the smooth and continuous operation of customer services. Now, let's delve into the key features and benefits that position Vides as a “leader” in the service desk landscape for FMCG’s. Introducing Vides, Pratesis’ Service Desk, which has been carefully developed to ensure that customer operations run efficiently and continuously. Let's now explore the main attributes and advantages that set Vides apart from the competition in the Distribution and Supply Chain industry.

  1. Single Point of Contact (SPOC) and Centralized Support

Vides implements customer interactions by providing a Single Point of Contact (SPOC). This centralized support system streamlines communication, ensuring that customers can seamlessly and easily connect with the service desk. By consolidating communication channels, Vides eliminates the hassle of navigating through multiple touchpoints, resulting in a more efficient and satisfying customer experience. While traditional channels like email and phone calls remain active, Vides takes it a step further, ensuring a unified approach to customer interaction. This not only simplifies the engagement process but also enhances the consistency and effectiveness of support.

  1. Service Desk Model for Enhanced Efficiency

At the core of Vides is a robust service desk model that acts as the backbone of customer support operations. The model incorporates problem management, release management, and performance management, ensuring a holistic approach to issue resolution. By following a simple flow and ensuring fast responses, Vides guarantees that customer issues are addressed promptly, minimizing disruptions to operations. With Vides, businesses can implement a structured approach to service management, leading to improved response times, issue resolution, and overall customer satisfaction.

  1. Technology Enablers

Vides leverages technology as an enabler to enhance support capabilities. This involves standardizing problem identification procedures, leveling up the team's knowledge, conducting regular meetings to discuss issues and solutions, and deploying a user-friendly chatbot to handle common user education issues through an FAQ-driven approach. These technology-driven initiatives collectively contribute to a more robust and informed support ecosystem.

  1. Comprehensive Monitoring and Reporting

Vides incorporates an advanced monitoring and reporting system that goes beyond basic issue resolution. L1 & L2 tickets are closely watched, and the L2 tracker is used to keep tabs on their development. A thorough examination of tickets and team performance yields insights, which are then combined into a comprehensive dashboard with practical recommendations. This proactive monitoring strategy guarantees ongoing development and the capacity to handle possible issues before they become more serious.

To summarize, Vides - Service Desk stands out as a model of excellence in customer support by combining cutting-edge features that put a priority on smooth communication, timely issue resolution, and operational continuity. It centralizes support as a Single Point of Contact, providing clients with a unified and uniform experience. Because of its ease of use and quick turnaround, the service desk model guarantees that customer concerns are not only acknowledged but also swiftly resolved, reducing operational disruptions. Choose Vides - Service Desk for an elevated customer support experience where innovation meets efficiency, and seamless interactions become the hallmark of your operations. Elevate your support game with Vides, where customer satisfaction is not just a goal but a guarantee.


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