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Our automation and artificial intelligence (AI) capabilities can help shape your service desk solutions, enabling your people to focus on higher value engagement and delivering meaningful outcomes.
Datacom turns your service desk ambitions into a reality, customising and implementing innovative IT support models to meet your organisation’s broader needs.
We can help you maintain a focus on the customer by using contemporary intent mining and quality assurance practices to identify trends across channels and data. Use these insights to minimise service disruption and discover opportunities for AI and virtual assistant (VA) automation.
Our team works closely with you to understand your unique service desk objectives, and seamlessly transition new services while ensuring effective change management for your people across your organisation.
Datacom’s tailored reporting delivers timely and relevant 360-degree insights to your team, providing the ability to collect data points such as events, incidents, and service requests to optimise and innovate operations. Real-time and customisable dashboards assess situations as they arise, allowing immediate operational adjustments.
Datacom’s tailored reporting delivers timely and relevant 360-degree insights to your team, providing the ability to collect data points such as events, incidents, and service requests to optimise and innovate operations. Real-time and customisable dashboards assess situations as they arise, allowing immediate operational adjustments.
Ensure consistent and efficient implementation of automated workflows. Set up safeguards with the reassurance that your team have the structure they need to deliver positive outcomes consistently.
Our Datacom team is experienced at delivering tangible results throughout the process, and we work closely with your team to understand your objectives and transition services.
Leverage every facet of your digital toolbox to enhance your organisation’s service delivery. Build on your existing platforms and turn your IT service desk vision into a reality.
Take back control of your IT service desk and amplify the efficiency of your IT and ticketing workflow process.
Datacom’s service desk solutions can amplify the efficiency of your IT operations through:
By implementing world-class service desk solutions and industry-leading automated workflows, your business will reach the highest level of service quality and customer satisfaction.
Predict and prevent incidents and obstacles on your customer journeys and streamline the process for your people, empowering teams to provide more effective customer focused outcomes.
Give your team the tools they need to exceed expectations by providing a seamless service. Our innovative team use their industry-leading skills to minimise friction between people, technology and processes.
Specialising in creating exceptional CX journeys, Datacom is a customer experience-driven organisation at heart, handling millions of successful transactions across Australia and New Zealand every year. We see first-hand the correlation between meaningful, connected customer experiences and positive, quantifiable results.
With a focus on delivering long-term commitments that solve human problems, we impact our customers and communities by unlocking the power of technology.
Our partnerships with the world’s most innovative technology providers mean we offer the right IT support and service solutions for your business — and customers — with consistently successful results.
Contact us today to find out how we can help you change the experience of your team, customers, and the communities you serve by harnessing CX technology in your business.
We have three key service offerings with different levels of service to suit our customers’ needs ranging from basic cost-effective ticket triage and escalation, through to a fully immersive customer centric offering.
Service Hub: Our premier service delivers the ultimate customer experience, offering extensive channel choice and highly responsive, tailored support. With a focus on personalised, value-add services it puts the customer at the centre of every interaction.
Ultralight Service Desk: Our entry-level service, providing an efficient and simple engagement channel for customers. Focused on triaging incidents and service requests, it ensures issues reach the right place for quick resolution. An uplift to this service may include a degree of first point of contact resolution.
Service Desk: Our classic service offers the full functionality of a traditional Service Desk with flexible options to scale when there is customer demand for extra services, providing multiple choices for customers. It efficiently manages incident processing, coordinates prompt responses, directs issues to relevant teams for resolution, and keeps clients updated on progress towards service restoration.
Our scalable Service Desk offering leverages our deep expertise and an experience-led approach to the design and orchestration of your IT support environment. Our progressive self-service and modern automation capability combined with one of the largest (in country) team of IT professionals gives us the flexibility to scale and grow with your business and at the same time drive tangible productivity and cost optimisation improvements.
We ensure Service Desk service level agreements (SLAs) are met through robust monitoring, proactive incident management, skilled personnel and continuous improvement initiatives.
Our approach includes implementing automated ticketing systems, real-time performance tracking, escalation protocols and regular SLA reviews to guarantee prompt resolution and adherence to agreed service levels.
Our Service Desks implement stringent security measures to safeguard customer data, including data encryption, role-based access controls, multi-factor authentication (MFA), regular security audits and compliance with industry and government regulations including IRAP, GDPR and HIPAA.
We prioritise automation in our Service Desks to enhance customer and employee experiences. Through automation tools such as chatbots, self-service portals, endpoint analytics and workflow automation, we streamline processes, proactively identify issues, reduce response times and empower customers to resolve issues independently.
This approach improves efficiency and provides a more seamless and satisfying support experience for our customers.