Discover Service Management Solutions Built for Business and IT Service Providers
Move ahead of your competitors with the perfect solution for managed services.
Intelligent Service Management (ISM) was created for service providers like you. It explicitly supports your need to run, scale, and grow your business in our increasingly service-based economy. It helps you avoid the cost and administrative burdens associated with other IT service management solutions. Which means you can do more, and grow faster, with greater agility and cost-efficiency, than ever before.
Move Beyond Traditional Service Management Solutions with Luma, the Virtual Agent
Offer new services, create new revenue streams Become more competitive, win more business
Increase revenue, operational efficiency, and profitability
Empower your organization to deliver exceptional customer service
Support 7×24 service with no incremental headcount
Our Service Partners Realize Greater Revenue
They provide services at 25% below the industry norm
They lower their total solution TCO
Easily Support Any Line of Business and Industry Without Coding
Transportation and Logistics
Individualize Your Client Service
Customize each portfolio of Service Management solutions
Use templates to create services with a few simple clicks
Build custom skill sets for Luma without coding
Never worry about underlying infrastructure again
Integrate with Any Client Environment
Support clients who don’t have existing solutions
Offer to provide a front-end solution for those who do
“ Our business is focused on creating new revenue opportunities for our Service Provider customers. As a services provider ourselves, ensuring an excellent customer experience is essential to our reputation and success, and ensuring our own success in this regard is made possible by Intelligent Service Management from Serviceaide. What is particularly valuable is that its super easy to create dedicated Service Management environments to onboard our new clients. ”
— Matthew Ray
Director of Marketing
IT and Business Service Providers around the globe are expanding their portfolios and winning deals with Serviceaide
Luma for Service Providers
Implemented a solution at a manufacturing customer that increases the productivity of employees by enabling them to report issues on mobile devices without requiring them to access a computer terminal to do so. Luma is serving as a first point of contact, enabling simple requests to be diverted to a knowledge database and issues resolved intuitively. In addition to the manufacturer experiencing improvements in employee productivity, the ITO anticipates a 30% reduction in its service and support costs.
Won a major new banking customer by offering a way for them to improve end user satisfaction by reducing telephone support wait times. Luma has been deployed in front of this customer’s interactive voice response system and diverts calls to a self-service catalog whenever possible. The customer is already experiencing a 30% reduction in call volumes and a similar improvement in wait times.
Differentiated itself by deploying a solution for a government agency that streamlines end user interactions by ensuring tickets are fully formed, implementing resolutions without involving support analysts whenever possible, and following up with end users to close tickets once issues have been resolved. Luma is being used to minimize the number of requests directed to the service desk and automate as many workflows as possible. The government agency expects a 35% improvement in its overall IT support costs.
ISM for Service Providers
Improved its ability to provide IT outsourcing for a wide range of businesses and use cases by upgrading its service desk solution. In one instance, ISM was initially installed to support an IT service desk but usage was quickly expanded to support facilities, human resources and supply chain functions. The ITO is managing 1,000 tickets per day across its customer base and consistently receiving high satisfaction ratings.
Won a new customer by providing a way for them to improve the performance of their service management system without increasing cost. ISM, which was deployed in a little over two weeks, enables the customer to meet their short-term requirements with a plan to evolve the capabilities in the coming years. The customer is already experiencing significant improvements in their ability to respond to support issues.
Landed a major customer by enabling them to enhance the efficiency of their help desk and reallocate manpower to more impactful support activities. ISM is improving the efficiency of the company’s IT organization and helping them to reduce overhead. The customer has reduced the number of staff working on configuration and management from three full-time people to just one person.