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Floxxium
Power to the service people!
Floxxium Service Management
Do you know what customers expect from your service?
Ideal situation versus reality
In the ideal situation, an IT-problem is solved within
1 hour after the customer reported it to the service
desk. Customer served; the engineer is patted on the
back: everybody happy.
However, real life is usually not the ideal situation.
Daily, your customers are supported in a way they have
little or no influence on. For example: According to
the customer, his IT problem should be solved within
4 hours, because he has an important presentation
to deliver. According to the contract, the problem
has to be solved within 8 hours. Your engineer has
a heavy workload but manages to solve the problem
within 5 hours. Although service has been delivered,
the customer is still dissatisfied. Often, customers
experience powerlessness and frustration because of
IT-matters that in their eyes are solved too late or
not solved at all. It is your customer’s perception, and
hard to manage in a contract.
Customer Care
Your customer’s need is more than entrusting its ITmatters with a competent organization. When a
problem occurs, he wants to know what position he is
in. Much frustration can be taken away by transparency
and clarity. Then the customer understands why a
certain incident is given higher priority and he has
a better notion of the reason why certain contract
commitments have not been fulfilled.
Employees understand the
customers situation better
with Floxxium
So it is all about us getting what our customers do
and why customers do or do not give their IT-problem
priority. It is not possible to lay it all down in a
contract, because resolve times and fixed priorities
are committed to for the service delivery as a whole,
not for individual matters. A failure in a color printer
can be given less priority if a black- and-white printer
is available. However, if the same customer has to
deliver a tender in color, the problem is high priority
to him.
Your employees realize this and understand your
customer’s situation. They should be able however, to
deviate from the resolve times and the prioritization.
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Mansystems Nederland B.V., Energieweg 60-62, 3771 NA Barneveld, Tel: +31 (0)342 404 800, Fax: +31 (0)342 404 826, e-mail: [email protected], ©2013 Mansystems Nederland BV. All rights reserved.
Floxxium
Power to the service people!
How it should be
Standard supporting tooling is often based on fixed resolve times and priorities as agreed to in the contract.
Tooling that supports your process but unfortunately at the same time dictates your work methods.
Here, you need a tool that gives your employees the freedom and responsibility to actively search for a solution
together with the customer. Such a tool will result in both satisfied customers and personnel. No more complex
commitments, just common sense.
The solution: Floxxium
In a nutshell
Floxxium is designed to approach IT service delivery
from a completely different angle. No more set rules,
full transparency and a very high degree of userfriendliness.
Floxxium enables both your customer and your engineer
to come to a solution together. Your engineer enjoys
the freedom to unburden your customers, without
being restricted by the software. Your engineer is
supported and unburdened of administrative tasks.
Everything is clear to everyone and it challenges
people to cooperate and to help think of a solution for
the request. Floxxium is a combination of a dashboard
and a solution to operate and/or manage.
All information is transparent to you and your
customers!
Floxxium makes all information
clear for you and the customer
Floxxium is:
•
•
•
100% transparent
100% clear
100% user-friendly
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Mansystems Nederland B.V., Energieweg 60-62, 3771 NA Barneveld, Tel: +31 (0)342 404 800, Fax: +31 (0)342 404 826, e-mail: [email protected], ©2013 Mansystems Nederland BV. All rights reserved.
Floxxium
Power to the service people!
What is Floxxium?
Through Floxxium, your personnel and customers are stimulated to cooperate in an intuitive manner. It creates
collective intelligence, which will make your organization more effective and efficient. At the same time, customer
satisfaction and employee satisfaction increase.
Floxxium’s features
Unlike many traditional tools, Floxxium does not
dictate the process. Floxxium supports the process in
different ways, but it is the engineer who determines
the flow of the process using 5 rules of thumb: (Accept,
Reject, Forward, More info needed and No action).
By applying these rules, it is 100% clear who is
responsible for what.
Floxxium encourages asking the customer within what
time he needs the solution for his incident/problem.
Floxxium supports contracts and standard SLA’s, but
you are not forced to use them. If your customer needs
his new laptop in three weeks, why would you hurry in
order to deliver the laptop in two days? Of course, the
same goes the other way around. When your customer
has to deliver a tender in color within two hours and
the color printer is out of order, you ensure that your
customer is able to print in color before that time.
Shortly, it is agreed to what is necessary. In Floxxium,
transparency and flexibility are key.
Transparency and flexibility are
the keywords of Floxxium
Start panel
On the start panel, various widgets can be placed that
support the user in his work tasks.
Process Management
In the process management module, all open tickets
are shown graphically. The engineer can create tickets,
modify, assign, etcetera.
Service Level Management
In service level management module, the commitments
are recorded that are measured within the customer’s
contract.
Configuration Management
In configuration management module, customers can
be recorded and various contracts can be linked to
one customer. The basic components of a contract are
retrieved from service level management. Because of
this, it is not necessary to record the standard aspects
for each contract all over again.
Time sheet
In Floxxium, hours can be registered, which can
be linked to tickets and customers (optional).
Furthermore, capacities can be recorded per customer.
Next, the hours spent can be processed and reported.
Business portal
The business portal is an advanced portal for your
business customers. Businesses can view all aspects of
their contract and all their open tickets.
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Mansystems Nederland B.V., Energieweg 60-62, 3771 NA Barneveld, Tel: +31 (0)342 404 800, Fax: +31 (0)342 404 826, e-mail: [email protected], ©2013 Mansystems Nederland BV. All rights reserved.
Floxxium
Power to the service people!
Consumer portal
The consumer portal is a portal developed for nontechnical end users. A straightforward overview of
the user’s open tickets. The user can submit a ticket
within the application in an uncomplicated manner.
Get a free trial version of
Floxxium
Mobile App
The Mobile App enables your customers to submit a
ticket quickly. This App is available for customers and
engineers for free.
Technology
Floxxium disposes of a cutting-edge integration layer
allowing for easy linkage with various systems. Of
course, simple integrations such as reading e-mail are
possible as well.
Floxxium is a helpdesk software tool (also named
service management application) that makes it
possible for organizations to adjust their service
management to the specific wishes of the customer.
Floxxium doesn't dictate your service managment
process, but is fully set up to your own preferences
and procedures.
Floxxium B.V.
Energieweg 60-62
3771 NA Barneveld
0800-floxxium
www.floxxium.com
info@floxxium
About Floxxium
Floxxium B.V. is fully owned by Mansystems
Nederland B.V. which has over 20 years of
experience integrating IT-solutions for service
companies. Mansystems and Floxxium are both
driven by improving customer service. Our
mission is to enable service organizations to
surpass the expectations of their customers. We
believe that this is the only base for a satisfied
customer on the long-term. How? Check out our
website and get a trial version for free.
www.mansystems.com
www.floxxium.com
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Mansystems Nederland B.V., Energieweg 60-62, 3771 NA Barneveld, Tel: +31 (0)342 404 800, Fax: +31 (0)342 404 826, e-mail: [email protected], ©2013 Mansystems Nederland BV. All rights reserved.

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