INCIDENT MANAGEMENT

FAST AND INDIVIDUAL SUPPORT SOLUTIONS

We don’t have machines working in the helpdesk, but real people. At the same time, we deliberately dispense with an upstream call center – you are immediately connected to your SWAN contact person. This means we can guarantee you fast response times within the framework of your SLA agreements and personal support from trained employees.

In addition to telephone support, we also offer e-mail support and a clear and user-friendly ticket system for recording your service requests.

24/7 ON-CALL SERVICE WITH SHORT RESPONSE TIMES

Our German and English-speaking support team is available for you around the clock and can connect to your SAP and IT systems within a few minutes, analyze malfunctions and rectify them immediately. Our automated escalation process ensures that requests and tickets are consistently tracked to successful completion within the time specified by SLAs and processed in a well-coordinated manner.

INTUITIVE TICKET SYSTEM FOR FULL TRANSPARENCY

Transparent workflows are also important to us in support. Therefore, we use a clear and modern ticket and incident management system, which is accessible not only to our support staff but also to you as our customer. This way you always have an overview of the status of your tickets and the performance of your system.

Our support staff are trained not only to eliminate faults, but also to show you the solution path with detailed documentation in the ticket system. This creates a knowledge database for your company and a deeper understanding of the system among your warehouse staff.

This approach has enabled us to reduce system and process disruptions for our customers in the long term. And offer even more shortened response times.