Enterprise Service Management
Deliver transformed experiences in your services while ensuring control and governance
Request DemoDownload BrochureEnterprise Service Management Software
Deliver a great service experience to your internal and external customers, including partners, suppliers, employees, and other stakeholders. Manage a broad range of service requests, from sending updated information to updating transactions to making complex business decisions, with Newgen’s solutions, built on a low code digital transformation platform. Gain operational flexibility with ad-hoc routing, exception handling, and administrative interventions that don’t disrupt compliance or process adherence. Empower knowledge workers with automation and access to contextual information, freeing up their time to make smarter decisions.
A Modern Approach to Enterprise Service Management
Download this whitepaper to learn how modernizing your enterprise service management initiatives can help you deliver superior experiences to your internal and external customers.
Download NowCustomer Service Management
- Management of all customer queries, requests, and complaints—from initial interaction to final resolution
- Customer interaction capture through chat, email, SMS, and dialer integration
- Tools for customers to raise requests, check status, and get assistance
- Capture of customer feedback for reporting purposes
- Continuously evolving knowledge repository for customer service agents to handle queries
Employee Service Management
- Automated solution to manage service requests from various sources
- Prioritization of cases based on the nature of the request/grievance, SLAs, and regulatory compliances
- Complete visibility into the redressal workflow with tracking capabilities in accordance with SLAs and regulatory compliances
- Administrative capabilities, including interview and appointment scheduling and capture of meeting minutes
- On-the-go task initiation and execution by end-users
Help Desk
- Omnichannel service request creation (web portals, mobile apps, contact centre, branch walk-in, emails, and chat)
- Efficient handling of various file types, including documents, video, and audio
- Detailed insights into SLAs, TAT, SR status, user performance/throughput, etc.
- Over 500 pre-built SRs for a quick start
- 4-eye review concept for first-time-right (FTR) service request registration
Automated and multi-channel lead management
Streamlined and intuitive customer service
Service request fulfillment in 1 day
Customer Service
- Customer case management
- Omnichannel customer engagement
- AI-driven social listening
- Customer request self-service
- Customer feedback and surveys
- Knowledge repository management
Employee Service
- Case management jump-start
- Multi-channel employee engagement
- Compliance-centric responses
- Objective decision-making and process visibility
- Full administrative tracking
Sales Force Automation
- Account management
- Lead and opportunity management
- Activity planning and monitoring
- Telesales management
- Mobility for collaboration and access
- Social selling
Contract Lifecycle Management
- Automated contract lifecycle management
- Contract tracking for accountability
- Task allocation and escalation
- Contract clause automation
- Reports and monitoring
Financial Statements Close Process
- Multi-level governance structure
- Activity scheduling and reporting
- Alerts and notifications
- Comprehensive dashboard
We have compiled tools and documents to help you in your journey. Knowing that “what you see depends on where you stand,” we have something for you, as a line-of-business operations in-charge, an IT leader, or a C-level executive, for your industry-specific needs.
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At this stage, you might find that the available technology/solution is going beyond your initial expectations in terms of scope. This is also the stage of building consensus among your peers for your industry-specific needs, whether you are a line-of-business operations in-charge, an IT leader, or a C-level executive.
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This stage is all about looking beyond features and functions. After all, addressing just the immediate need can translate into “short term gain but long-term loss.” Invest in a technology that solves for your today’s needs and is extensible and configurable for your unknown future needs. As a line-of-business operations in-charge, an IT leader, or a C-level executive, you don’t want to go through the same process in another 2-3 years !
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It all comes down to choosing the right partner. Their innovation history, industry focus, local presence, support services, partner ecosystem, technology strength, cost effectiveness, customer references, risk rating, and lot more needs to be evaluated. As a line-of-business operations in-charge, an IT leader, or a C-level executive, you are all evaluating them from your unique perspectives!
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That feeling of achievement and relief after a successful, on-time, in-budget project is all what you look for. Believe us, the feeling is mutual. As a line-of-business operations in-charge, an IT leader, or a C-level executive, make sure you celebrate the milestone, recognize everyone who made the project successful, and identify your additional digital needs.
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