SmartOp IT & Service Management
SmartOp IT & Service Management helps companies manage their internal and external services more efficiently and transparently. With the support of automated processes and artificial intelligence, employees can solve needs and problems faster and with less effort.
Whether it’s IT ticketing, helpdesk, facilities management or service support, Smart Op IT provides structured case management and increased internal or external customer satisfaction. You can manage all notifications, track resolution processes and ensure more efficient teamwork on a single platform.
Fast and efficient administration
IT ticketing, helpdesk and other services can be managed in a single system.
Artificial intelligence support
Intelligent chatbot and knowledge base to support customer service.
Full transparency
Track the status of notifications, tasks and solutions.
Automated and customisable operation
Services can be easily parameterised, even without developer knowledge.
Omnichannel support
Phone, email, web and mobile integration
Quality service delivery
The system provides service management in line with ITIL recommendations, enabling structured and efficient customer management. Process-driven operations and SLA management guarantee quality service and increase customer satisfaction.
Service development and scalability
The system is easily scalable, so companies can respond quickly to changing business needs. The extension of managed services, the addition of new services and processes to the service catalogue can be managed by the user organisation through system parameterisation, no development is required. The intelligent knowledge base and chatbot support helps to quickly solve frequently recurring problems, while new services and processes can be easily introduced.
Satisfied customers and users
In addition to meeting service times as a key element of the customer experience, the system also helps to increase customer satisfaction in several ways. It enables intuitive problem reporting and service requests supported by chatbots and artificial intelligence. Multi-channel communication and a responsive interface ensure that users can access the system anytime, anywhere.
Efficient working and teamwork
Enables dynamic task allocation and prioritised work organisation. It supports collaboration between teams through internal communication tools and a shared knowledge base.
- Claim submission, claims management: Sending and handling requests for services, equipment or advice
- Incident and problem management: Prompt and efficient handling of customer claims and problems related to service availability, quality, defects
- Change management: Managing requests for changes to service content and parameters
- Helpdesk and claims management: Allows solvers to create tickets on behalf of other users based on email or phone notifications.
- Filing support chatbot and auto-filing: To facilitate accurate filings
- Knowledge base and AI-based support: Automated solution suggestions and documentation to help you work.
- Authorisation management and security: Role-based access and integrated authentication options.
- SLA management and performance measurement: Supports the management of SLA calendars and metrics.
Security and privilege management. - Helpdesk and claims management: Allows solvers to create tickets on behalf of other users based on email or phone notifications.
- Standardised and automated processes: Processes are automated and structured, reducing administrative burden and increasing efficiency.
- Omnichannel support and smart notifications: Support notifications and administration through multiple communication channels: email-based ticket management, automated notifications, open portal and form manager.
- Asset loading: Loading data on asset holdings.
Decision support and reporting
The system supports data-driven decision-making with detailed dashboards and graphs. Managers can be informed by customised reports through Excel and Power BI integration, including time analysis, SLA performance, incident management statistics, outreach to solvers and solution teams, etc.
Monitoring and performance optimisation
The system continuously monitors service processes and allows for immediate intervention, reducing downtime, optimising costs and improving service quality.
Why choose Grepton's solution?
Grepton’s Smart Op IT solution combines the benefits of automation, data-driven operations and scalability, combining modern technology with expert knowledge to create the foundation for more efficient, transparent and sustainable operations.
For higher education institutions
Flexible, multichannel reporting options (portal, email, phone) tailored to different user profiles such as students, faculty, and administrative staff. A unified ticketing system for managing incidents, service requests, and change requests across the typically complex and diverse university IT environments. Centralized handling of study-related, student-facing, content management and sharing, collaboration, personal productivity, finance, HR, facility management, administration, network, and server infrastructure systems.
For government institutions
Support for users with varying levels of digital proficiency through chatbot and ticket pre-filling features. General service management functionalities enable the digital transformation of government institutions beyond IT ticketing and service management — including internal services such as facility management, office operations, and HR services.
For companies providing technical service and maintenance
The system enables the management of external customer-reported service and maintenance activities. Maintenance, troubleshooting, and technical workflows can be configured without developer knowledge, including uploading related documentation, tracking service times, and accessing all necessary information for task prioritization, assignment, and status monitoring.
Choose future-proof innovations and take your service management to the next level!
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