Customer Service

Rexpondo the solution for customer service

A powerful and customizable solution designed for working
with large numbers.

customer service help desk

Let us guess

You are in charge of technical and post-sales assistance...

You offer assistance for products sold by you or others.

Your operators carry out the service for multiple lines of products

With the higher levels of assistance, the competences cover multiple products

You want to activate multiple channels via which your operators receive requests from clients

You want to activate an internet service for self help

…and you need to monitor all the steps

Keep tracking

Does your organization have various levels of assistance and you want to keep track of all the steps involved?

Trust the experience of Rexpondo

Our experience of Rexpondo and the high level of configuration of ((OTRS)) Community Edition guarantee an effective response time. Rexpondo integrates with your telephone system and meets all the specific needs of your business.

Thanks to our consolidated experience over the years we have an excellent understanding of business environments and your needs of mid and long term benefits of using an efficient ticketing system integrated with ITSM.
The service we offer includes:

  • Efficiency analysis of the current organization
  • GAP Analysis between the AS IS situation and reference organization pattern.
  • Cost analysis of adapting the system

The ((OTRS)) Community Edition system is the core of Rexpondo. We know it in minute detail and we keep up to date on all of its developments. We contribute to its evolution by creating add-ons which are perfectly integrated with the basic structure.

We also personalize the core of ((OTRS)) Community Edition. We know how to personalize core issues. Your business needs a no-frills Ticketing System that is fast, precise, simple to use, allowing all vertical and transversal service levels to communicate with each other as well as being perfectly integrated with systems vital to your business starting from the telephone.
The services we carry out:

  • System and functional tuning of the Rexpondo system ((OTRS)) Community Edition based on your organizational needs.
  • Integration of the system with third-party software.
  • Customization of the standard features of ((OTRS)) Community Edition to make them more appropriate to your business needs. Rexpondo ((OTRS)) Community Edition has such high levels of configuration that, for use in Customer Service contexts, we have rarely had to resort to this type of intervention.
You offer “typical” training packets – see training area. If you cannot find what you are looking for we can create a course for your specific training needs. Our services:
  • Definition of personalized course contents and timing
  • Telephone support post training
  • Onsite training with our experts for a defined period of time.

It is fundamental that a ticketing system is running perfectly. Rexpondo guarantees, remotely, assistance from our product and system experts.

Contactable during the working hours defined by the client, our experts can, when required by the client, intervene and resolve problems directly on the client’s system.

Services carried out:

  • Remote monitoring of the client’s system.
  • Corrective support according to shared SLAs.
  • System updates, upon prior sharing and approval by the customer, with general security and/or corrective patches.

Support services are available for both Rexpondo and ((OTRS)) Community Edition onsite installations and cloud.

Analysis and support in the migration of service desk systems to Rexpondo
Integration with other software and tools to integrate rexpondo into the IT infrastructure

Ready to get started?