Themes

• Multiple shared services housed within a single touchpoint
• Out-of-the-Box
• Fast, simple & recorded communication
• Collaboration between departments
• Customer Feedback Driven
• Transparent reporting across all departments.
• Sustainable low-code design to manage continual service improvements
• Accessibility, a service desk for all.
• Upgradeability. Enable the latest features whilst protecting customisations.

Objectives

Customer Value at the Core

The main objective of House-on-the-Hill is to improve customer experience by providing a service that is easily accessible and delivers desired outcomes efficiently. Continual iterative feedback and reporting, keeps the service fresh and adaptable to changes in the service environment. The Feedback Centre The Notification Centre Feedback Reporting

Control, Governance & Accountability

Full organisational audit within the solution to track who did what and importantly, who didn’t do what! Reports pinpoint workload inefficiencies, bottlenecks and risks. Advanced Reporting: Risk and SLA Dashboards Integration with PowerBI ReportsAPI Availability Management Capacity Management

Improved transparency & Decision making

Management can now attain a great understanding of what has been achieved and what hasn’t. Where is the value being generated or lost and how to communicate that with all stakeholders and make decisions to maximise or improve. Excecutive Portals Executive Departmental Reporting Digital Innovation and Productboards

Orchestration of Services

With HotH’s flexible process and workflow designer, new services can be released. retired and managed as per the customers' requirements. All the expertise is managed under one roof so service and technical knowledge is not siloed or potentially lost. Drag & Drop Workflow Designer Custom folders for unlimited service processes. Custom categories and SLAs Cross service reporting

Consistent Quality and Standardisation

A fit-for-purpose ESM solution ensures issues and requests do not slip through the net and are correctly and efficiently processed in accordance with agreed service levels. Bottlenecks and lost emails have become a thing of the past. ESM provides a platform for setting organisational standards, service models, look & feel and common ways of working. Service Requests Designer Single point of contact Ticket Templates Canned Responses Suggested Articles

Workload Reduction

By promoting self-help, employees can find solutions via portals and bots. Reducing phone calls, emails, chats and walk-ups to the equivalent service desks. Freeing teams to focus on valuable tasks to continually improve their service delivery. Self-Service Portal Suggest Articles and Service Requests FAQs Chat Bot Automated inbound request triaging Full life-cycle management for end-users Service Catalog Workboards Timelines

Reinvestment

Cost and time saving benefits allow organisations to reinvest budgets, assets and teams effectively to promote a lean & sustainable future where resources are allocated accordingly.

Communication and Collaboration

Work can be shared easily between Teams and departments, with all communications conducted centrally and saved for auditing and accountability.