Verus Brasil uses V-Desk, an advanced ITSM tool based on the ITIL methodology, to manage incident calls and evolutionary improvements from its customers.
The system offers users complete control, allowing them to classify calls into groups and operate within agreed-upon severity levels and SLAs. Additionally, V-Desk enables redirection between groups, status monitoring, and incident logging with attachments, accessible via the internet and smartphone.
With V-Desk, Verus Brasil gains statistical, operational, and management tools, including an overview of the SLA and the consumption of contracted hours. The system generates alerts on time usage, notifies about critical calls, and maintains SLA control. It also offers an independent Knowledge Base for customers and automatic API integration with customer call management tools, facilitating the opening of new calls directly from the Service Desk.