How you benefit from the audius Facility Service Desk

Better service
Outstanding quality of service is ensured thanks to audius' many years of experience, vast methodological expertise and adoption of best practices.
Satisfied users
Thanks to our comprehensive knowledge management, highly trained service staff and single point of contact, we are able to achieve a high first contact resolution rate and provide a reliable service.
Fewer and shorter disruptions
Thanks to transparency, best practices and continuous improvement, we are able to ensure a rapid response and problem resolution and thus smooth-running operations.
Economic benefits and cost transparency
You avoid having to make large investments in areas that do not make a direct contribution to value creation.
Custom-fit solution and flexibility
You get exactly the service you currently need and have the flexibility to make changes at any time.
Optimization in purchasing thanks to transparency
Pooling all incidents allows you to pinpoint actual demand and therefore purchase at a lower price.
Better evaluation of service providers and material
Selecting particularly efficient service providers and less problem-prone materials and products helps you to reduce effort, costs and downtime.
Freeing up resources and focus on core business
Outsourcing the facility service desk frees up resources and you can focus both staff and attention on your core business.
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Product information

A central point of contact for facility service

The audius Facility Service Desk is a central point of contact for all disruptions, requests and orders in plants and buildings. We will ensure the smooth running of your plant sites and buildings with top levels of efficiency and quality of service. This includes operating the building automation system, collecting, analyzing and handling incidents plus supervising external service provides in building automation, administration, energy and media supply, disposal and cleaning as well as all other relevant services.

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What makes audius Facility Service Desk different from other services
The audius Facility Service Desk provides a unique combination of specialist and organizational expertise based on total customer focus.
  • We have around 20 years of experience in running our Facility Service Desk for numerous companies and organizations in Germany.
  • And we are able to handle huge volumes. Our teams currently process over 500,000 incidents a year.
  • We have adapted the acclaimed ITIL process model from IT service to facility service, thus providing reliable processes, detailed benchmarks and best practices.
  • We embody the principle "service is human" – with highly trained service staff at five locations across Germany, who combine a professional with a human approach.
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All-round approach ensures success from the beginning to the end

audius supports you with a 360-degree approach, from the service strategy, through design and implementation, to ongoing operation. This means you never lose sight of any aspect of the complex structure of a modern facility service desk and always have a reliable partner at your side. The focus is on continuous improvement in order to identify all potential and implement it in a verifiable manner.

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500000

incidents per year

40
+

facility service agents

20

years of experience

References

Many customers from a wide range of industries already count on audius for facility services. We will be happy to provide you with further references and sample projects in a personal meeting.

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Facility Service Desk Produktion | audius
Facility Service Desk in the automotive industry

For around 20 years now, we have been providing the central Facility Service Desk for building operations, plant service and building automation systems at six plant sites and for more than 90,000 employees at a leading German automotive manufacturer. We record and manage approximately 1,000 incidents in 7x24-hour operation on a daily basis.

Facility Service Desk Wohnen | audius
Facility Service Desk in the housing sector

We have provided a central Facility Service Desk for building operations for a temporary housing complex with more than 400 units. Our service covers electrical, heating and sanitary systems as well as Wi-Fi and the locking system. This provides tenants with a centralized service that ensures rapid resolution when problems arise.

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Service Desk FAQs

What are self-services?

Self-service is a support model that allows end users to solve their own problems or fulfill their own service requests without the need for direct assistance from a support agent. Self-service solutions are typically provided via a web-based portal or mobile application and allow users to access a range of resources and tools to help them resolve their own issues. 

Common examples of self-service solutions include: 

Knowledge base articles: End users can access a library of articles and resources to help them troubleshoot or provide answers to frequently asked questions. 

Chatbots: Chatbots can provide automated assistance to end users through natural language processing and machine learning, helping them resolve issues or fulfill service requests without the need for human intervention. 

Self-service portals: These provide users with a set of tools and resources, including the ability to log and track their own incidents or service requests, view status updates, and access a range of self-help resources. 

Video tutorials: Users can access video tutorials and other multimedia resources to learn how to use software applications, devices, or other technologies. 

Self-service solutions offer organizations a number of benefits, including greater efficiency, lower costs, and higher end-user satisfaction. By giving users the tools and resources they need to resolve their own issues, organizations can free up their support staff to focus on more complex issues. At the same time, the availability of faster and more convenient support options improves end-user satisfaction. 

 

What are the advantages of service desk outsourcing?

Service desk outsourcing can offer cost savings, as well as access to specialized expertise and better scalability. In particular, it can allow companies to focus on their core competencies while external experts take care of IT and facility support issues. This can also lead to improved service concepts and higher IT service quality.

What role do feedback tools play in the service desk?

Feedback tools enable service desks to learn directly from users. This provides valuable insight into areas that require improvement and encourages continuous improvement initiatives. This can be crucial for both IT and facility support measures.

What is an incident response plan in a service desk context?

An incident response plan ensures that the service desk is prepared for both IT and facility incidents. It sets out clear procedures and responsibilities with a view to restoring a service as swiftly as possible. The overall goal is to ensure continuity of operations and minimize the impact on employees.

What is proactive service desk management?

Proactive service desk management identifies potential IT or facility issues before they escalate. This is particularly important in incident management. Through proactive measures and regular monitoring, the service desk can minimize downtime and continuously improve the quality of IT and facility services.

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PARTNERSHIPS / MEMBERSHIPS

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Contact

Our experts look forward to talking to you personally

Talk to us about outsourcing your facility service desk to audius. We will be happy to show you your individual potential for improved service quality and significant cost savings in a holistic approach – from service strategy through to service operation.

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