Enterprise Service Management

Deliver transformed experiences in your services while ensuring control and governance

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 Enterprise Service Management Software - Enterprise Service Management

Enterprise 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.

Whitepaper

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.

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Solutions for Enterprise Service Management

Enterprise Service Management

Customer 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

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Enterprise Service Management

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

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Enterprise Service Management

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

Success Stories

Automated and multi-channel lead management - Enterprise Service Management
Automated and multi-channel lead management
Leading Indian bank transforms lead management system to deliver seamless financial services across all channels and...
Streamlined and intuitive customer service - Enterprise Service Management
Streamlined and intuitive customer service
A leading Philippines-based insurer digitizes end-to-end contact center functions to improve visibility, sales, and...
Service request fulfillment in 1 day - Enterprise Service Management
Service request fulfillment in 1 day
UAE-based bank automates service request process for improved efficiency, accuracy, and customer service.

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Case Study: A Large US-based Annuities Implements Digital Policy Servicing with Newgen

Case Study

A Large US-based Annuities Implements Digital Policy...

Download the complete case study to know how the client leveraged an integrated service request ...

April 2021

Whitepaper: Analyzing the Sales Pipeline to Achieve Revenue Targets

Whitepaper

Analyzing the Sales Pipeline to Achieve Revenue Targets

A sales pipeline is a reflection of the complete sales process. If the pipeline is ...

July 2020

Webinar: Adapting to the New Normal with Enterprise Service Management (ESM)

Webinar

Adapting to the New Normal with Enterprise Service...

On-Demand

Listen to the webinar recording, featuring Charles Betz, Principal Analyst - Forrester, Ritesh Varma, Global ...

July 2020

Whitepaper: Automating Sales Processes for Better Opportunity Conversion

Whitepaper

Automating Sales Processes for Better Opportunity...

The sales transactions between businesses are complex, requiring you to manage end-to-end processes with clockwork ...

July 2020