IT Service Providers
Ulysses Service Management software provides companies with an industry-leading software solution, designed to not only maintain but improve the quality of service provision to their customers. Ulysses Service Suite is highly scalable, easy to implement, and has been designed to meet the demands of IT service providers today and into the future. It will also provide a significant increase in internal productivity, giving the organisation the “Big Picture” of what is driving the service aspect of their business.
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Ulysses was designed to support your business processes, optimise the use of resources, increase revenue and reduce costs. It has a proven track record that has helped many organisations meet these goals. ITIL compliant, the software helps you to track, manage and resolve issues quickly and within your Service Level Agreements (SLA’s), to strengthen your relationships with your customers.
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Customer Management
Flexibility of the system allows for more effective customer management. The system is able to manage multiple customer locations including: different time zones, multicurrencies (it has a built-in currency converter) as well as multiple Service Level Agreements (SLA’s) to provide different agreed levels of service for different locations or asset types.
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Proactive Management
Ulysses Suite has extensive analytic and reporting capabilities to help you predict and act before some situations arise. Ulysses Management Dashboards automatically update to provide a real-time view of critical information, and help to answer fundamental questions about the current status of your organisation.
Increase customer satisfaction
80% of your income is generated by 20% of your current (loyal) customers, Ulysses significantly increases customer retention by empowering you to provide the highest standards of services.
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Reducing Operational Costs
The Ulysses Suite will help to reduce operational costs by highlighting areas of inefficiency. It will reduce unnecessary repeat calls with the aid of a complete view of the customer and asset service history. Supporting this, is a company-wide knowledge base system. Assets can be flagged when receiving unusually high levels of maintenance, a potential sales opportunity. Efficient route planning, knowledge of van stock levels and skill sets helps service co-ordinators to choose the best situated person to assign to a task. Ulysses will help you to provide more first time fixes and should also reduce the number of on-site support calls.
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Integrated Solution to manage multiple aspects of your business
The Ulysses® Suite is a comprehensive and proven solution for organisations that need to support external clients. In addition to its Service Management and Sales & Marketing capabilities each Ulysses customer receives Customer Feedback and Complaint Management plus Facility Management. Only the number of named and/or concurrent licences determines the cost. All data are stored in a single SQL database.
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Streamline Integration
Ulysses supports integration and data import/export using built-in software tools supplied as standard. While popular packages such as SAGE Line 50 have been specifically integrated, other Microsoft SQL server based applications are supported. Custom integration is also offered. Any application that can return a Web-based request can be easily linked and data incorporated into Ulysses, such as Google Maps. The SQL Integration Suite also provides a further level of integration.
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Tailored Solution for IT Service Providers
Ulysses Suite has a powerful built-in Customisation/Profile system which allows the implementation to meet the specific customer needs. Ulysses has the ability to add custom fields or control buttons using graphical editor, all without programming.
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Improve your cashflow and controlling costs
By using Pocket Ulysses, a chargeable call that is completed by the engineer and signed off by the customer,can automatically be sent for invoicing, thus improving cash flow and reducing service administration.
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Experience ITIL best practices in action
For many years large organisations have derived benefit from ITIL best practice. Ulysses Suite can assist you in supporting the ITIL Service Management processes most commonly implemented in organisations, both
large and small. The ITIL framework is not prescriptive but rather a collection of best / good practice that can assist IT operations within organisations to realise significant improvements. Some of the aspects that can be
positively affected include:
- Help in provision of efficient and effective service support.
- Improve the utilisation of resources and skills
- Hugely reduce the amount of redundant work
- Achieve integration of central processes
- Retain and build up knowledge within the organisation
- Define and provide services that meet the needs of the organisation at all levels
- Provide cost justification for provision and quality of service
- Improve the documentation and communication of service provision with regard to roles and responsibilities
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