AI-enabled IT Service Desk to drive
Digital Transformation
40% Fewer Man Hrs.
By simply automating processes like employee on-boarding and off-boarding.
80% Reduction in MTTR
By automating the process of assigning incident management tickets and SLA escalation criteria.
$350K Annual Savings
By automating the inventory management of IT and Non-IT assets.
Resolve Incidents Faster and Enhance End-user Experience with Innovative
IT Service Desk
Lifecycle Management of Service Request
- Build context through relationship mapping for better RCA
- Leverage knowledge management with advanced search to promote self-help and deflect tickets
- Effectively manage, plan, and implement changes and automate the change process with integrated workflows
KEY BENEFITS
- Standardization of IT Processes
- Improve Productivity
Service Desk Automation
- No code workflow builder to create multi-level workflows
- Manage technician workloads and trigger intelligent assignments
- Create scenarios for specific incident types
- Accommodate every use-case with our bot framework that allows integration with any 3rd party application
KEY BENEFITS
- Improved ROI
- Improved Customer Experience
- Less Manual Work
SLA Management
- Create multiple SLA policies and escalation criteria
- Auto-escalate tickets and notify key stakeholders on SLA violations with pre-defined automation rules
- Measure SLA performance using compliance reports to gain visibility into the service delivery
KEY BENEFITS
- Faster Responses
- Measure Efficiency
Engagement with Virtual Agent
- Drag and drop conversation builder to create conversation flows
- Train multiple models with common search terms
- Create custom chat plugins to enhance functionalities
KEY BENEFITS
- Reduce cost to serve
- Provide 24 x 7 personalized support
Multi-Channel Adoption
- Maximize user engagement by leveraging social channels like WhatsApp, MS Teams, etc. into self-service
- Allow users easy access to the service portal from our mobile app
- Make knowledge base accessible from the service portal via an advanced search
KEY BENEFITS
- Increase Service Desk Adoption
- Better Accessibility
Service Desk Modules
Incident Management
A proactive solution powered by AI/ML to capture and troubleshoot disruptions in their service delivery.
Problem Management
An ITIL compliant tool that allows correlating similar tickets and performing root cause analysis.
Request Fulfillment
Manage service requests through their complete life cycle using ITIL processes and Al-driven automation.
Change Management
An ITIL-aligned solution that helps an organization to minimize risk and impact of changes.
Release Management
A solution to deploy changes and new releases through stage-wise tracking.
Availability Management
SLA to define levels of service deliverability and responsiveness of ticket management to maintain the quality of service.
Incident Management
A proactive solution powered by AI/ML to capture and troubleshoot disruptions in their service delivery.
Incident Management
A proactive solution powered by AI/ML to capture and troubleshoot disruptions in their service delivery.
Incident Management
A proactive solution powered by AI/ML to capture and troubleshoot disruptions in their service delivery.
Asset Management
An IT and Non-IT asset inventory management solution that supports ITIL processes to manage asset life-cycle.
Knowledge Management
A solution to create a central repository of knowledge articles that inspire their users towards self-service and assist technicians.
Virtual Agent
An NLP-powered chat system that translates user questions or queries into actionable items like a ticket.
Service Catalog
A solution to simplify service delivery using an e-commerce style catalog and process automation.
Service Asset & Configuration Management
A CMDB that offers visibility of hardware, software, and Non-IT assets to keep track.
Project Management
An intuitive task management system that allows you to break down complex activities into smaller units.
What Our Clients Says?
Melinda Cook
Head of Project - Buffalo Logistics
It is always an absolute pleasure dealing with Shane from Refresh Networks, his quick response and willingness to help is above and beyond expectations.
Lindani Ngema
CTO Two Mountains Holding
The service is just amazing. Working with Shane feels like we are part of the same team, we en- gage very well. The product is easy to use and very light on the eye and I'd say its one of the best IT Service Desk products!!
Zanele Mahlangu
University of Johannesburg
Refresh network is one of the best suppliers we have engaged with. They are always helpful and they go the extra mile.