For the benefit of the companies using SAP systems BCC introduced into its offer a new product – an application Call Center (Obsługa Zgłoszeń Serwisowych – OZS). OZS is an IT solution that supports calls management process dealt with by a company’s Help Desk department supporting SAP users.
The solution is targeted at companies with a developed and mature IT infrastructure, which want to use their resources better, and at the same time minimise the maintenance costs (including SAP administration).
OZS enables monitoring the status of problems sent in by users via the Internet. This means the possibility to manage calls, questions and user needs in a uniform and centralised way. The automation of processing the calls ensures efficiency and flexibility of the whole procedure. The most important actions supported by OZS are entering a problem into the system by a user, registration, assigning a priority, assigning a person responsible for solving the problem and monitoring the status of performance. OZS may be also tailored to specific company’s needs, depending on its Help Desk organization.
What makes the solution unique are the potential advantages related to the possibility of an easy integration with SAP system, both in user authorization and developing available functions by adding options like, for example, needs processing.
The first BCC client to use OZS are chemical works Zakłady Chemiczne Zachem.