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Enterprise Service Management
- Facilities Service Desk
 
 


MEREDIAM is a comprehensive Service Management Solution that provides seamless execution of all Service needs of large corporations by integrating people, process and technology to maximize Efficiency of critical processes. 

SINCE 1999 … ENTERPRISE SOFTWARE SOLUTIONS

Our Browser Based products have been providing World Class solutions for Service Managemnet, Asset Management and Tracking and Compliance Management for over two decades. Our customers include many in Fortune 500 like Honeywell, GE, TESCO, EY and Deloitte.

WHY MEREDIAM ?

MEREDIAM is a comprehensive Enterprise Service Management System. It has multiple helpdesks and SLAs. Agents can be intimated directly on service requests. 
MEREDIAM can automate many manual processes in an Organization.
MEREDIAM has dashboards to view critical data on different processes which can help analyse root cause and improve continiously.

CONFIGURE PROCESS

Administrators can simply configure different tasks iof a process and assign stake holders and agents. They can also configure SLAs associated with each task. Once this is done, the system is ready for use.

LOG SERVICE REQUEST

Users can log service requests for various processes assigned to them. Different SLAs can be configured for different sets of users and processes.Users can also track the progress of their requests. 

ALERT AGENT & TRACK PROGRESS

Agents can taks requests from HelpDesks or they can be alerted automatically. Once an agent takes over a request, the progress can be monitored by all assigned stake holders.

ANALYSE & IMPROVE

Varience in SLA achievement can be tracked and alanysed for finding root causes. This analysis can help in taking effective measures for improving processes. 

Functions of MEREDIAM

WEB BASED

MEREDIAM is Browser Based, User Friendly and Customizable. Advanced web technologies are used for Reliability, Stability and Security.
It can be accessed from anywhere using a browser through Cloud.

MULTIPLE HELPDESKS

MEREDIAM has configurable helpdesks. Different processes can display requestes in different helpdesk screens. These can be monitored by multiple helpdesk leads.
Agents can be alloted for specific processes and can be attached to corrosponding helpdesks.

ALERTS

Alerts can be configured to intimate agents direclty on service request log. 
Alerts on progress at different stages can also be configured.
SLA breaches can be intimated to escalation hierarchy in real time.

AGENT LOGIN

                                                                                          Agents can login to the system and accept requests assigned to them. They can also view pending service requests. Agents can update the system ti intimage stake holders of every progress. They can also view the knowledge base which can helo them provide effecient solutions. 


DASHBOARD

DASHBOARD provides a visual representation of aspects like  completed requests, SLA adherences, Agent effeciency. They can be seggregated between different processes.
These DashBoards help in assessing the effeciency of the processes resulting in effecient planning.

KNOWLEDGE BASE

KNOWLEDGE BASE is a collation of data about the different aspects of a process. It can contain details of tolls used and their technical guides and manuals. These can be uploaded into Merediam and can be made available for agents.

FEATURES

Service Scheduler

e-Requisition - Simple form based request with configurable form format for daily, weekly, monthly and yearly schedules. 
Approval Workflow - Multi-hierarchy approval work flow. This is configurable to suit existing workflows.
Alert Engine - Configure alerts prior to schedule and send alerts 
Service Delivery - Deliver Request and  measure policy adherence

Our service scheduler helps organizations efficiently and easily manage repetitive service requirements.
Multiple alerts can be scheduled to different stakeholders and service delivery agents.
 

Service Compliance Audits

Perform a complete audit of thousands of service deliveries.

Flag service achievement as compliant and non compliant.

Analyze root cause for non compliance.

Device plans for improvement & configure Merediam System
 
 

Mobile Interface

Service Requests using mobile devices.

Service Approvals through mobile.

Responsive screens for service delivery routing. 


Integrations

ERP - SAP, Oracle
Bapi, Web Services or Views 

Single Sign-on
Active Directory, LDAP, Google OAUTH

HelpDesk
Remedy, OS Ticket

Human Resources
Peoplesoft

BENEFITS

Customer Service
Handling high volume of requests, some that are quick and easy to reply to while others require research

Human Resources
Handling requests for leave, changes to health plans, training and staffing, salary enquiries, and on-boarding new employees

Accounting and finance
Approving expenses, sending invoices, tracking payments

Legal
Reviewing and approving documents, requests for standing contracts/forms, and certifying documents

Security
On-boarding new employ
ees and performing security checks and audits

Administration
Requesting office supplies, managing printing and courier services, and tracking meeting rooms

Building Services
Managing requests for repairs, office relocations, and furniture needs 

Improving productivity
Easy ticket tracking process enable teams to respond to requests more quickly, leaving inboxes less cluttered.

Eliminating waste
Mapping and defining processes helps define activities, resources, and more by how much value they add – non-value added activities can be eliminated. By knowing exactly what is needed, redundant surpluses can also be avoided. This can be evolved into a continuous improvement workplace, for long-term improvement to operations.

Enhancing visibility and control
Once reporting techniques are established, reliable metrics offer a high level of visibility, so that problem areas are easy to identify.

Increasing user satisfaction
As processes help define roles and responsibilities, internal users will become more satisfied with request expectations – and as internal users are satisfied, external customers will see this improvement as well.

Increasing the ROI
With more business processes using the ESM solutions, the ROI increases drastically.