Offer

IT WorksOfferAtmosfera – Polish ITSM systemAtmosfera Customer Operations

Outsourcing IT
Data Center and cloud
Atmosfera ITSM
Hardware and Software

Atmosfera Customer Operations

This is an efficient Customer communication support module, which allows for efficient handling of incoming queries, complaints, and information requests, among others. It supports customer service via a call centre and back office specialists.

Atmosfera Customer Operations has been active in the market since 2004, and is used in many organizations that strive both for operational perfection in customer service processes, as well as often have to serve thousands or hundreds of thousands of customers per month (while maintaining high service standards, recording the history of each customer contact and adhering to the deadlines and procedures enforced by law). Atmosfera Customer Operations includes mechanisms which allow for quick mapping of customer service processes specific to the system organisation, including:

  • Information and explanation provision processes
  • Request handling processes
  • Processes related to modifying the package of services provided

Selected features:

  • Service – recipient group – SLA standard and also recipient – services – SLA standard schemes can be created. This allows for managing many SLA agreements assigned both to services as well as to specific agreements
  • Integration with the Customer service portal
  • Mechanisms for assigning orders to individual specialists or service teams
  • Full control over the request handling process, with continuous and automated delivery of the current request status to customers, supervision of adherence to SLA agreement parameters
  • Support for consultants and back office employees
  • Maintaining a system, device and component database for many recipients, together with full history of changes introduced and orders handled
  • Management of mobile teams, together with accounting for the work time for individual orders and teams
  • Managing the schedules of field service employees
  • Automated printing of documentation (acceptance protocols, hardware handovers, service confirmations, etc.)
  • Comprehensive escalation mechanisms allowing for earlier response times to the danger of missing pre-set deadlines, overburdening of individual teams, or to in-coming complaints
  • All system data can be used as a basis for calculating charges for services provided – either by the system or by exporting it to billing/invoicing systems

Achieved benefits:

Automation

Automation

Handling requests based on adopted and automated processes and templates, contextually for agreements and services

Mobility

Mobility

Support for the management of mobile teams, together with accounting for working time and control of activities

Stability

Stability

The ATMO platform has been in development for several years, which ensures the use of modern standards for developing web applications

Templates

Templates

Significant facilitation and shortening of working time by using comprehensive document and form templates

What you will get:

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Our customers

Danone
Deutsche Bank
PLAY
Proama
Paweł Żbikowski IT Manager at Enea Elektrownia Połaniec S.A. IT Works has fulfilled its obligations in time, and has proved the high qualifications of its employees. We assess their commitment to the project and methodology of work very highly. The qualities worth emphasizing are their speedy response time and the partnership-based approach to the tasks when meeting the post-implementation support terms.
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Zasady użytkowania serwisu

I. Postanowienia ogólne.

II. Prawa autorskie.

Wszystkie materiały (w tym teksty, zdjęcia, logotypy oraz dane) objęte są prawami autorskimi ich Twórców. Prosimy o ich poszanowanie.

III. Logotypy naszych Partnerów.

Wszelkie logotypy, a we wskazanych przypadkach także firmy naszych Partnerów, stanowią prawa własności odpowiednich Partnerów, prawa autorskie odpowiednich Twórców i są objęte ochroną praw niematerialnych.

IV. Zasady udostępniania treści serwisu.

Firma IT Works S.A. pozwala na cytowanie (w tym linkowanie) treści zawartych na serwisie ITWORKS.pl, pod warunkiem wyraźnego zastrzeżenia naszych praw autorskich oraz wskazania źródła danej informacji. Powyższe zezwolenie nie dotyczy logotypów oraz innych danych naszych Partnerów, w przypadku których Użytkownik zobowiązany jest do uzyskania odrębnego zezwolenia od właściwego Uprawnionego.