Capability improvements
- Automated issue resolution.
- Reduce cost to serve up-to 45%.
- Rapidly digitise operational workflows.
- Digital transformation for employees & customers.
- Manage case flows across teams by digitising & automating service processes.
- Machine learning to route issues, recommend solutions & identify knowledge gaps.
- Monitor your customers’ products & services to identify issues & proactively fix them.
- Pre-built, best practice workflows for common network incidents & service changes.
Case Management
Customise case forms as needed to track only necessary details and activities related to resolving the issue. UI elements like pick-lists and selectors make data collection easy for the agent and consistent for later analysis. All communications to and from the customer, including the communication channels being used, are also recorded.
- Self-Service.
- Virtual Agent.
- Agent Workspace.
- Customer Central.
- Predictive Intelligence.
- Knowledge Management.
- Advanced Work Assignment.
- Playbooks for Customer Service.
Event Management
A single pane of glass with the Operator Workspace to view service performance at scale, see related alerts and drill‑down to solve issues. Quickly find the root cause of IT operations issues and reduce Mean Time to Repair (MTTR). Reduce event noise generated by monitoring tools with predictive intelligence to correlate events and produce actionable alerts and incidents.
- Integration with existing monitoring tools.
- Predictive Alerts and Anomaly Visibility.
- Consolidated overview dashboard.
- Built-in and Custom Event Filters.
- Automatically Actionable Alerts.
- Service Impact View.
- Operator Workspace.
- Alert Intelligence.
Monitoring
CMDB driven monitoring for your entire IT infrastructure. Gain full visibility into your network and its performance. Ensure that all business critical components of your IT infrastructure run smoothly. Machine learning capability allows predictive models on monitoring metrics. Meet the demands of your business for access to monitoring data.
- CMDB driven monitoring.
- Consolidate IT systems.
- Reduce monitoring costs.
- SNMP & HTTP based monitoring.
- Visualise monitoring data for reporting.
- Allow business access to monitoring data.
- Switch dedicated monitoring hardware to MID servers.
- Machine learning capability to allow predictive models on monitoring metrics.
Customer Project Management
View your entire project lifecycle and empower customers and agents to manage tasks. Create a project for a customer account from a project template, identify the project tasks, identify the account contacts that have access to a project and assign tasks to internal users, customer contacts and customer partner contacts.
- Save a customer project as a template.
- Create a case for a project or project task.
- Add comments & attachments to a case or task.
- Easily view customer projects, cases & tasks for an account or contact.
- Create project change requests & project issues for a case or project task.
Monthly Service Reporting
Generate and distribute customised reports and dashboards on demand. Combine the power of a single platform with a single data model to generate and distribute the information your customers need, when they need it. They get predefined and customised reports and can create eye‑catching dashboards in a flash.
- Standardised reporting.
- Fast centralised information.
- Built on a centralised single data model.
- Publish reports to a URL, homepage or dashboard for easy sharing.
- Use visualisation to drill down to find meaningful data more efficiently.
- Easy administration helps find useful reports & de-clutter less popular ones.
The complete TSM managed service
POPX has the MSP-ready TSM solution you need to deliver the most value to your customers and your business. Our fully managed and integrated service is delivered faster than any other transformation method and at a fixed price.
What successful MSPs do differently:
- Consolidate disparate tools & data.
- Integrate internal and supplier systems.
- Automate tasks and processes so customers can self-serve.
- Liberate sales growth opportunities.
We deliver success
With our background as MSP transformation experts, we fully understand what it takes to create a Smart MSP with efficient operations to increase EBITDA that liberates new growth opportunities.
Fully managed service
We take care of everything for you, including the integrations and workflows required to run the most complete MSP Platform that sets you apart from your competitors. By making customers feel they are in control of their relationship with you and are empowered to self-serve, see more and do more, you make it easy for them to buy more.
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All integrations.
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Workflow design, build & management.
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All software development & enhancements.
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Fully managed service & ongoing maintenance.
- An engaged partner that will provide expert guidance & knowledge transfer.
