Benefits of having Highlight
Managing performance information through Highlight is simple, as it’s designed for users of all departments and technical abilities.
What problem can we solve for you?
Let us take you on a journey...
Whether you’re a service desk, sales or service manager, Highlight enables you to create a truly unique customer experience and achieve excellence through simplicity.
See how by following the persona journeys below.
Are you a service desk manager looking to:
- Drive faster incident management reduction?
- Improve your support desk response time?
- Reduce operational complexity in managing several tools?
Are you a customer service manager looking to:
- Proactively advise your customer on issues?
- Improve credibility of services you deliver?
- Boost customer satisfaction?
- Report clearly & quickly on service levels?
Are you a sales or account manager looking to:
- Engage with your customer at a holistic level?
- Reduce customer churn?
- Increase upsell and cross-sell opportunities?
Have increased visibility to quickly identify the root cause of issues
Reduce your Mean Time To Repair (MTTR) with accurate data and visibility of where incidents occur
Quickly search inventory listings to find services - saving time and hassle
See a major incident building in real-time and be proactive
Improve your first time fix rate
Reduce the number of incident tickets logged when your customers can see their network for themselves
Access information directly from routers/switches to find interface descriptions
Set up alerts so you know there's an issue without having to log in
Utilise a platform which requires little training due to its simplicity and easy to use functions - for both you and your customers
Provide fast, complete and comprehensive explanations of issues rather than stating the obvious: "The service is down"
As a service desk manager:
Oversee several customer estates from a single platform increasing operational simplicity and efficiency
Get your customer reports within seconds or in your inbox on the 1st day of the month
Be factual with visual evidence - no more second guessing
Have more time for meaningful analysis and better awareness of your customers' networks
Have the right data for capacity and continuity planning
Improve service review conversations and exceed the Service Level Agreement (SLA)
Support sales with clear upsell opportunities as a result of continuously nurturing your customers
Increase customer satisfaction and Net Promoter Score (NPS)
Speak in the same language as your customer - clearly communicate at a business level
As a customer service manager:
Take a strategic view of service delivery - be differentiated in your approach. Improve your reputation for:
Manage all of your customer accounts from a single multi-tier, multi-tenanted tool
Have complete visibility of performance data about your customers networks
Demonstrate knowledge of how customer applications and shadow IT impact their network
Make efficient use of customer contact time - build decisive relationships rather than crunching data
Have productive & positive dialogues about how services are being used and how they can be improved
Screen-share evidence based upgrade recommendations whilst on the phone
Back up SLAs with empirical data that prove 100% site availability
Create hot leads from your customer inventory list
Increase your lead conversion ratio