Service Desk

Service Desk

Clients and individuals interested in how we work with pricing often have similar questions. Our new blog portal, written by our ClientCare associates, is our way of providing easily accessible answers to your questions. 

This is the third article in a series written by Arsham Mazaheri, Head of Navetti ClientCare™, meant to provide insights into how our clients can use Navetti ClientCare™ to their advantage on a daily basis.

In this edition of Navetti ClientCare™ working procedures, I want to guide you to our Service Desk, which is the single contact point between our clients and Navetti ClientCare™.

The content of this article are divided into five sections as follows:

  •       When and why to open a ticket in Service Desk
  •       How to open a ticket in Service Desk
  •       How to follow the status and progress of a ticket
  •       How to communicate with Navetti ClientCare™ agents via a ticket
  •       How to share a ticket with your colleagues

When and why to open a ticket in Service Desk:

In general you may create a ticket in our Service Desk mainly because of five reasons:

  • An incident has occurred regarding any of Navetti’s products or the implemented integration, and you want us to investigate and solve it, or possibly suggest a workaround for it. In such circumstances, if your Navetti PricePoint™ is integrated to other systems (e.g. ERP or CRM), you may first want to make sure the incident has not occurred because of a problem/incident in the other integrated systems
  • You have a question regarding any of Navetti’s products that you cannot find the answer for it in Navetti Knowledge Center™ or our Information Library
  • You have a service request like resetting a password, requesting access to Navetti Knowledge Center™, or any request for a service regarding our Service Desk
  • You have a Request for Change (RFC) to submit, or an idea/business need to discuss that can be implemented as a new or extended functionality in any of Navetti’s products
  • You want to add, remove, or modify data in the database

How to open a ticket in Service Desk:

In order to be able to open a ticket in our Service Desk, you first need to have an active account in our Service Desk.

To request a new account or to re-activate your account in our Service Desk, you can send an email to clientcare@navetti.com. We will then create/re-activate your account and send the credentials to your email address.

When you receive your account and its credentials, you can go to the Navetti Service Desk customer portal

Figure 1: Login to Navetti Service Desk customer portal

After you log in to the customer portal in our Service Desk, you can either search for a “how-to” article in our Information Library (A in Figure 2), or create a ticket by choosing the type of request you have (B in Figure 2).

Figure 2: Ticket types in Navetti Service Desk

 There are two ways to create a ticket in our service desk:

  • The recommended way is through our Service Desk customer portal, by simply clicking on the appropriate request type you have (B in Figure 2). Depending on what type of request you have, you may need to enter different information in the open window. In all ticket types, filling in at least a Summary of the request is mandatory. For incident tickets, filling Urgency and Impact of the incident are mandatory also (Figure 3). Our Service Desk will automatically assign a priority to your incident ticket based on the urgency and the impact you have defined. We have five levels of priority in our service desk as Blocker, Critical, Major, Minor, and Trivial, which will be assigned to each incident ticket based on different combination of Urgency and Impact.
  • The other way is to send an email to our designated email address for our Service Desk (if you don’t know the designated email address of our Service Desk, you can send an email to clientcare@navetti.com and we will help you). We generally don’t recommend this way because created tickets by email are categorized as General Request, and since no Urgency and Impact can be defined for them via email, no priority will be assigned to them.

Figure 3: Priority will be assigned to incident tickets based on the chosen Urgency and Impact

How to follow the status and progress of a ticket:

After you create a ticket in our Service Desk either via the portal or email, you will receive an automatic notification in the ticket as well as through your registered email in our Service Desk, acknowledging the ticket is registered in our Service Desk and informing you regarding the set priority (in case of incident tickets). Each registered ticket in our Service Desk will get a unique reference code (e.g. NSP-123) that can be used later for following up the status of the ticket.

To follow up the status of your ticket, you can login to our Service Desk customer portal and on the top right corner, select Requests, and then select either My requests or All requests (Figure 4). There, depending on your selection, the existing requests will be listed. You can modify the shown list by using the provided filters on top (Figure 4).

In the list you can check the status of the tickets in one glance. Clicking on the reference code in the list will open the ticket, where all the communications in the ticket is accessible.

HINT: Clicking on “Requests” will also show you the tickets that are waiting for your approval to proceed. This is required normally for RFC (Request for Change) tickets. You can click on “Approvals”, and then click on the tickets waiting for approval. You then have the option to either accept or decline the changes.

Figure 4: Navetti Service Desk customer portal

How to communicate with Navetti ClientCare™ agents via a ticket:

There are two ways to communicate with our agents through a ticket:

      Via the Service Desk customer portal

  • Log into our Service Desk customer portal
  • Open the ticket
  • Add your comment / attach documents in the ticket (Figure 5)

    Via email

  • You will receive an email notification when you open a ticket, or an activity (e.g. adding a comment or status change) is done in the ticket that you have opened or if the ticket is shared with you. In order to communicate with our agents by email, you can simply reply to the received email by keeping the subject line intact. This way, your reply will be added as a comment to the ticket and any attachment to the email will be added to the ticket as attachments. The agent assigned to the ticket as well as those who the ticket is shared with will be notified regarding your comment.

HINT: If you don’t want to receive email notifications for the activities done in a ticket, you can press “Don’t notify me” button in the ticket’s page (Figure 5)

Figure 5: Ticket’s view in customer portal of Navetti Service Desk

How to share a ticket with your colleagues:

You may want to get your colleagues involved in a ticket for various reasons. To do that (Figure 5):

  •       Go to Service Desk customer portal and open the ticket you want to share with your colleague
  •       Press the Share button in top right corner of the ticket’s page
  •       Start by typing the name of your colleague in the appeared box
  •       Press the Share button

HINT: If you regularly want to share tickets with a group of your colleagues, you can easily do so by putting all your colleagues in a so-called “organization” group, and simply share the ticket with that “organization” whenever you want to share a ticket with that group of your colleagues. You can read more about how to create organizations in our Service Desk here.

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Arsham Mazaheri
Head of ClientCare

+46 (0) 70 032 63 79

arsham.mazaheri@navetti.com

Navetti to Shed Light on Trading Risk Management for Operational Pricing at NYPS 2017

Navetti to Shed Light on Trading Risk Management for Operational Pricing at NYPS 2017

Representing the leading provider of price optimization software and services in Europe, Kalle Aerikkala, the Head of Activities for Navetti in Finland, will be speakingat the Nail Your Pricing Strategy summit in Berlin on Wednesday, September 13th 2017, on how price development occurs within the different stages of pricing maturity.

Kalle Aerikkala, who has worked within the pricing and product management profession for the last ten years, has ample experience in implementing new pricing tools and strategies from the perspectives of both client and solution provider. He will be navigating his audience through the different levels of price optimization, and extending a guide on to how to make these efforts operational, from a strong pricing framework foundation to the management of trading risk.

“’The beginning of all wisdom is acknowledgement of facts,’” explains Aerikkala, quoting Juho Kusti Paasikivi, the 7th president of Finland during 1946 -1956. “Perfect pricing can be read and studied, but in order to implement it in a way that makes it truly operational it must be adjusted to suit the specific company at that specific time. Pricing improvement is often both gradual and evolutionary, with suitable step changes to speed up the development where required. To achieve this, one needs to take an honest look at the current situation and employ a long-term vision while maintaining a pragmatic short-term implementation plan that won’t lose momentum.” Audience members can look forward to a number of case studies that Aerikkala will employ to demonstrate how Navetti accomplishes these tasks on a daily basis.

To connect with Kalle Aerikkala visit his LinkedIn page or contact him at kalle.aerikkala@navetti.com

Profit Loss Due to Trading Risk No longer Inevitable for Global Businesses

Profit Loss Due to Trading Risk No longer Inevitable for Global Businesses

Globalized companies all share one serious problem: profit loss due to cross-border trading. But these losses no longer need to be inevitable. Navetti, a global leader in systems and solutions for optimized and operational pricing, has found a way to mitigate and manage trading risk, ensuring their clients avoid losing any of their profit.

Historically, prices have varied between markets due to local differences in aspects such as customer demand, level of competition and the general cost of doing business. If these price differences become too large there is a risk of secondary trade, i.e. when distributors and customers buy products at a lower cost in their own market and resell them at profit in another market where the price level is higher. This means that the producer is basically competing against themselves, which reduces profits. It can also have other negative effects, such as reducing customer loyalty and weakening the brand. Collectively, this is called trading risk.

While more and more companies are turning to advanced pricing solutions to help them manage the complexities of international markets, two particular parallel forces are driving change in how sellers manage their pricing strategies: Technology and Globalization. Businesses around the world are becoming increasingly familiar with the financial effects of these variables on basic risk management, and are on a constant lookout for a way to reduce the impact these factors have on their bottom line. Information and communications technologies increase the transparency between sales channels, markets and regions. Customer business operations are getting more and more consolidated on a global level, which increases the customer purchasing power. These additional complexities set new demands on both the pricing system and the business insights of pricing managers in how they balance market price optimization with the risks of cross-border trading.

Hamed Hakimian, senior consultant at Navetti and an expert in value based and market driven pricing, will debut a new solution at the Manufacturing Pricing Excellence event next week, for those managing pricing risks. “By identifying trading risks, evaluating them, and managing them appropriately, businesses can side-step what is otherwise an unavoidable loss of revenue,” explains Hakimian.

This is not the first time Hakimian has been asked to address an audience about his insights into trading risk management. He recently gave a seminar on the topic for the top 100 pricing leaders in Europe at the Navetti User Conference in Stockholm. The resulting discussion helped many of the participants understand that there are practical solutions to what can become a very serious problem. “Risk mitigation is a continuous process,” continues Hakimian, “but, by using the right tools and methods, the price harmonisation roadmap can be clearly defined, and profit loss is effectively minimized.”

Hamed Hakimian works within Navetti to drive change, both strategically and operationally, in how companies manage their pricing strategies in relation to their value propositions. This approach is the foundation that enables Navetti’s clients to properly defend and optimize their prices in a competitive landscape based on customers’ perceived value.

For more information, please contact:

Hamed Hakimian, Senior Consultant, Navetti AB

Hamed.hakimian@navetti.com, tel +46 (0)72 319 90 32

www.navetti.com

Long time Navetti Client Powers their Business with Global Rollout

Long time Navetti Client Powers their Business with Global Rollout

We are excited to announce that a worldwide electrical component manufacturer has chosen Navetti as their preferred price optimization and price management provider for their entire group.

Previously, without a globally synchronized pricing approach, the client had challenges with margin stacking and cost-plus thinking, resulting in lost profit opportunities. By implementing Europe’s most sophisticated pricing software, Navetti PricePoint™, and reorganizing their product segmentation and business structure, our client will be able to fully utilize their data and resources and eliminate cumbersome, inefficient processes and ad-hoc adjustments. Navetti PricePoint™ and the new improved way of working will improve long-term sales and profits.

Navetti has worked with a division of the company for many years, and the results there demonstrates what Navetti PricePoint™ can deliver. The rest of the company can now experience the same benefits, plus the advantages of a coordinated approach across the group. Andreas Westling, CEO at Navetti, explains “We are helping them go from a fragmented approach to pricing, with a lack of coordination and without clear value-based and market-driven pricing methods, to building improved customer satisfaction as well as creating increased shareholder value for the entire group.”

The client needed a comprehensive system that could handle their offering on both a global and local level. In addition, it was important to implement a harmonized pricing structure with controlled price level differentiation across their markets and with a consistent approach between the different product divisions.

Our client chose Navetti to be their preferred company-wide solution provider based on their previous experience of our system’s performance, as well as Navetti’s unique offering of both software and consultants in tandem, ensuring a fast and smooth implementation and change management process. “The system was very important to them,” continues Westling, “and being able to use the same partner for price transformation needs made the process a lot simpler, straightforward and desirable.”

The objective of the Pricing Initiative is to transform their sales process towards smart pricing in order to align processes internally. The end customer will then receive a fair price that reflects the value add to the customer’s process and contributes to healthy consolidated profits. The goal is to simultaneously increase their customer satisfaction as well as their EBITDA margin, and facilitate more sales resulting in an increased Order volume.

Navetti looks forward to continuing our on-target delivery to our client in the years to come.