Enterprise Services Platform

Our highly automated and proactive Enterprise Services Platform takes support to a whole new level.

 

Talk to digital workplace guide

Let our Enterprise Services Platform drive digital transformation with Next-Gen automation and proactive analytics.

Pomeroy’s Enterprise Services Platform (ESP) is a cloud-based tools platform that delivers industry best ITSM, predictive proactive endpoint management and multi-channel end user support.  With the Enterprise Services Platform, we can help transform your digital workplace by providing:

Exceptional User Experience. We deliver an intuitive and secure environment that is “always on” allowing maximum productivity with whatever technology a person prefers.

Intelligent Automation. You reduce your reliance on a traditionally labor-based support model to promote self-healing, proactive analytics and reduced costs.

Choices. Multiple automated and self-healing channels exist for users to obtain support in the manner they are most comfortable as consumers of technology.

Comprehensive Customer-First Metrics. We collect data during every interaction between the user and support providing deep insight into operational performance and how delighted the person is with the overall experience.

Modular Agile Architecture. You leverage the power of Enterprise Services Platform without abandoning the investments you have made in your own systems and processes.

Access to Knowledge. You provide disparate sources of knowledge content in a variety of formats at a single point  allowing people the freedom to service themselves.

Intelligent automation digs deep into users’ devices to find out what’s wrong and then fixes the issues immediately.

 

Our service desk analysts are able to analyze what’s been occurring on the devices on a timeline to see exactly when a device began to degrade.  They can also see the event that may have caused it. A dashboard provides a comprehensive view of device health as well.

Intelligent automation digs deep into users’ devices to find out what’s wrong and then fixes the issues immediately.

 

Our service desk analysts are able to analyze what’s been occurring on the devices on a timeline to see exactly when a device began to degrade.  They can also see the event that may have caused it. A dashboard provides a comprehensive view of device health as well.

Virtual Assistance is provided by our Pica chatbot – a single source for any support needs one may have.

 

Pica can be integrated with existing client collaboration tools for easy access. It is designed to get things done, not just provide basic information or refer you elsewhere. That means Pica actually identifies device issues and fixes them, processes service requests, and acts as a personal assistant.

Virtual Assistance is provided by our Pica chatbot – a single source for any support needs one may have.

 

Pica can be integrated with existing client collaboration tools for easy access. It is designed to get things done, not just provide basic information or refer you elsewhere. That means Pica actually identifies device issues and fixes them, processes service requests, and acts as a personal assistant.

Self-service provides users with the ability to help themselves.

 

Enterprise Services Platform lets people get support on their own terms. This includes an automated password reset solution that meets the user where they most need help: at the Windows login screen. Also available is a service portal with access to knowledge in any format (for example articles, video, audio, etc.).  You can also create tickets and service requests processed via back-end automated workflows for maximum efficiency.

Self-service provides users with the ability to help themselves.

 

Enterprise Services Platform lets people get support on their own terms. This includes an automated password reset solution that meets the user where they most need help: at the Windows login screen. Also available is a service portal with access to knowledge in any format (for example articles, video, audio, etc.).  You can also create tickets and service requests processed via back-end automated workflows for maximum efficiency.

Multiple data points are captured to measure the end user experience.

 

Simple satisfaction with service provided is not good enough.  Enterprise Services Platform captures real-time data during the support process to provide valuable insight into how delighted users really are with the service they’re getting.  This includes Digital Experience Monitoring data, micro-surveys, sentiment scoring and Voice of the Customer/Net Promoter Score.

Multiple data points are captured to measure the end user experience.

 

Simple satisfaction with service provided is not good enough.  Enterprise Services Platform captures real-time data during the support process to provide valuable insight into how delighted users really are with the service they’re getting.  This includes Digital Experience Monitoring data, micro-surveys, sentiment scoring and Voice of the Customer/Net Promoter Score.

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How One Leading Healthcare Organization Achieved Digital Transformation of its User Support

The Problem:

The client sought leading-edge technology, tools, and innovation to transform its support to 1,900 users and their 2,500 devices while significantly reducing support costs.

The Effort:

Pomeroy deployed its integrated Enterprise Services Platform and Service Desk in the Cloud with predictive & proactive endpoint management and omnichannel user support including voice, chat & automated intelligent chatbots.

The Results:

Dramatically improved user & device uptime, faster issue resolution and ≈25% cost reduction over 5 years.