Managing a corporate help desk isn’t as simple as it might sound. Too many tools, too many help desks, and an overwhelming number of support tickets are the reality for many organizations today. Combine that with outdated data archives and limited self-service options and you have a perfect storm of inefficiency. The result? A high volume of complaints, frustrated employees, and overworked service teams.
Enter OpenText™ Service Management, a robust solution that simplifies operations and elevates employee experiences. With a single, AI-powered help desk for IT, HR, supply chain, facilities, and more, OpenText Service Management transforms how organizations address support needs while ensuring seamless experiences for employees.
The need for better help desks
Picture this scenario:
- HR struggles with responding to repetitive inquiries because employees can’t find policy information buried in the intranet.
- IT spends 30% of its time resetting passwords instead of focusing on pushing innovation forward.
- Employees submit support tickets across fragmented systems, leading to low-resolution rates and frustration.
It’s not hard to see why many organizations suffer from operational bottlenecks. Employees want fast, intuitive solutions, while businesses seek ways to stay efficient without adding more staff. A fragmented system falls short of meeting these expectations.
That’s where the Corporate Help Desk powered by OpenText Service Management saves the day.
A single help desk for all departments
The OpenText Service Management platform consolidates support functions across the organization into one unified help desk. Whether it’s IT, HR, supply chain, or facilities, employees get answers in one place—no endless emailing or bouncing between platforms.
For example, employees can:
- Ask HR-related questions like “What is our parental leave policy?”
- Request facilities services like “How can I get a replacement badge for building access?”
- Resolve IT issues like “How do I reset my password?”
The integration of an AI-powered assistant into the system streamlines these inquiries further, making tasks such as ticket submissions and FAQs effortless to resolve.
Advantages of a unified help desk
Why should your organization consider a single help desk model? Here’s what you stand to gain:
1. Workflow streamlining A single platform creates a more efficient workflow by reducing complexity and automating repetitive tasks. Departments no longer rely on disparate systems, ensuring quicker resolution of issues.
2. AI-powered self-service Think of AI as your company’s super-efficient assistant. Employees can interact with AI to find quick solutions for frequently asked questions—no human intervention needed. From looking up a benefits policy to resetting a password, AI handles routine queries, leaving human agents to focus on higher-value tasks.
3. Centralized data access Forget digging through outdated archives. With OpenText Service Management, all necessary documents, policies, and procedures are easily searchable and accessible, empowering employees to find what they need in minutes.
4. Reduced workload for agents With AI covering repetitive tasks, service agents can give their full attention to more complex and sensitive queries. This results in faster response times and more personalized assistance when employees need to speak with a human.
Real-life success stories
Real-life success stories
Need proof that OpenText Service Management works? Here’s how OpenText is using OpenText Services Management to reap the benefits:
HR use case
Andrea, an HR manager at OpenText, shares her experience:
- Promoting self-service – “Employees often don’t instinctively go to the company intranet for answers. With OpenText Services Management, we direct them to specific content based on their questions. This leads to fewer HR tickets and empowers employees to find answers themselves.”
- Improving transactions – “Our annual wellness reimbursement process, for example, required employees to email forms manually, leading to back-and-forth confusion. Now employees submit directly in the system with structured fields, minimizing errors and reducing processing delays.”
- End-to-end HR support – “We handle all inquiries from onboarding to retirement using OpenText Service Management’s ticketing functionality—streamlining our services for more than 22,000 employees.”
IT use case
Stephanie, IT manager, highlights IT improvements:
- Simplifying password resets – “Password resets previously accounted for 30% of our total support volume. With OpenText Service Management, employees are efficiently guided to self-service options, drastically reducing IT intervention.”
- Real-time metrics for decision making – “We’ve eliminated the need for full-time employees dedicated to generating manual performance reports. OpenText Service Management’s dashboards provide real-time visibility into service metrics like ticket categories and aging tickets. It saves us time and money.”
Business benefits you can’t ignore
The impact of implementing a unified help desk isn’t just functional—it’s financial.
- Cost savings: OpenText Service Management has allowed OpenText’s IT Service Desk to reduce staffing by 25%, translating to significant cost efficiencies for the organization.
- Higher productivity: HR ticket volumes dropped dramatically as more employees adopted self-service. Team members now focus on complex cases, delivering faster resolutions and better support.
- Data-driven decisions: Real-time dashboards eliminate the guesswork. Accurate data lays a solid foundation for strategic decisions.
Give employees their channel of choice
Modern employees, especially Millennials and Gen Zs, prefer self-service over calling a service desk. They want answers right now, on their terms. OpenText Service Management’s mobile and desktop interfaces provide an intuitive experience that meets employees where they are—ensuring they feel supported no matter the time or location.
That said, the human touch hasn’t disappeared. For sensitive or complicated matters, HR representatives and IT agents can step in to offer personalized support.
Transform employee experiences
Ultimately, the success of any corporate help desk lies in how it supports and empowers employees. With OpenText Service Management, your organization can bridge the gap between operational efficiency and an outstanding employee experience.
When your operations teams—HR, IT, supply chain, and facilities—have access to the right tools, they can elevate their day-to-day work. And when employees have faster support and greater autonomy, they’re more satisfied and productive.
Are you ready to transform your help desk experience? Learn how OpenText Service Management can revolutionize your operations today.
Watch the corporate help desk in action
