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20.01.2022
With increasing digitalisation and the outsourcing of departments like accounting or recruiting, multi-provider management is no longer just an issue for traditional IT companies.
With increasing digitisation and the outsourcing of departments like accounting or recruiting, the topic of multi-provider management no longer exclusively concerns traditional IT companies; the field of Enterprise Service Management should therefore also be addressing it.
The number of external service providers that are intended to interact and function harmoniously is steadily increasing. To guarantee that the providers work together flawlessly, well-thought-out multi-provider management is essential. Internal and external service providers should be considered and integrated equally.
One recommendable solution is Matrix42's central management tool, as it allows for flexible integration of third-party systems through configurable interfaces or APIs. To ensure customer-facing services, we go one level deeper and measure the supporting services.
For this to be possible, it is necessary to measure the respective reaction and resolution times at the level of support groups as well. This will be enabled by the new features of the Multi-Provider Management Add-on, such as the measurement of KPIs for providers and support groups, or automatic escalation in case of „ticket ping-pong“.
You can find technical details and extensive information here: Multi-Provider Management Add-On
We are also happy to be available to you personally for any questions and look forward to your Contact us!
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