THE CHALLENGE The client uses an electronic portal called MyAccess that allows its staff to view and use Enterprise Applications mapped to one’s roles and responsibilities. MyAccess provides a single point access. Following challenges were identified by the client with MyAccess – Dependency on the Adobe Flash plug-in Incompatibility with mobile browsers Dependency on an internal Content Management System Dependency on Oracle ERP’s up-time for user and role information Inefficient configurability of the portal content and dependence on role-based administration Low Availability Inaccessibility with screen readers Inability to gather usage statistics for profile tracking and monitoring THE SOLUTION M&S built … Read More
Desk.com Implementation
The Problem Multi-billion dollar professional services client was setting up a new division with shared customer service across multiple partner companies. Escalations require individuals from different organizations to login to pickup service requests at different stages of the case management process. The Solution Desk.com was selected as the cloud-based solution that would provide a modern UI and flexibility that would allow for individuals to participate in a cross-organizational process. Case creation was also enabled from multiple channels, allowing end users to get help and bring issues to resolution as quickly as possible. M&S built workflows and customized the UI to … Read More