Due to increasing digitalization and the outsourcing of departments such as accounting or recruiting, the topic of multi-provider management no longer only affects traditional IT companies; the area of enterprise service management should now also be concerned with it.

The number of external service providers that need to interact and function harmoniously with each other is constantly increasing. Well thought-out multi-provider management is essential to guarantee that the providers work together flawlessly. Internal and external service providers should be considered and integrated equally.

The central management tool from Matrix42 is a recommended solution, as it enables the flexible connection of third-party systems via configurable interfaces or APIs.
In order to be able to guarantee customer-oriented services, we go one level deeper and measure the supporting services.

This requires that the respective response and resolution times are also measured at support group level. This is made possible 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 the event of “ticket ping-pong”.

Technical details and detailed information can be found here: Multi-Provider-Management Add On

We are also happy to answer your questions personally and look forward to your contact request!

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