Designed to reimagine the employee user experience, Cadalys’ Concierge solution is a powerful help center that provides employees, customers, and partners with what they need, when they need it. Concierge combines a highly intuitive and familiar Google-like predictive search interface with help desk functionality to deliver onboarding, knowledge, support and self-service, efficiently at scale. With Concierge, employees have 24/7 access to information for answers to a broad range of topics such as IT and HR. The solution enables employees to find answers they need on their own and decreases the number of calls to the help desk. In addition, Concierge personalizes search and tailors content for each user, and using embedded analytics identifies stale or old content and also features multilingual capabilities.
Citing a real-world use case, Hampton mentions how Cadalys helped a global defense and intelligence services provider build a world-class help center with powerful search and knowledge management capabilities. The client leveraged Cadalys solutions to provide a centralized knowledge repository for employees, which deflected unnecessary support questions and encouraged more self-service where possible. The impact to the employee experience is best summed up in a recent AppExchange review by the customer: “We use Concierge today to serve up Knowledge articles from both our IT and People (Human Resources) organizations.
It's easy to use search interface quickly brings back relevant articles in seconds, allowing for a seamless self-service experience and more importantly, case deflection. Without Concierge, our 3 service desks would be drowning in cases especially in these uncertain times.”
We help make connections meaningful, information rapidly accessible, and knowledge actionable to deliver an overall positive return on investment for companies on the world’s most powerful platform
Cadalys also offers Service Management, a solution based on ITIL best practices that simplify the process of purchasing, setting up, and maintaining IT service management software. Built natively on the Salesforce Lightning platform, Service Management delivers incredible value by increasing the speed at which users are served and eliminating the need to rely on multiple platforms. “Take problem management, for instance, Cadalys Service Management brings together the collective knowledge of a company’s teams to quickly identify, address, and prevents future incidents,” says Hampton. The plug-and-play solution is easy to deploy, configure, and works seamlessly with Salesforce.
Moving forward, Cadalys intends to expand its ITSM capabilities with a roadmap designed to introduce even more timely, relevant features for the enterprise of today and tomorrow. The company is also increasing its client base in multiple countries outside the U.S and rapidly expanding its footprint in the healthcare and life sciences verticals with mission-critical out-of-the-box capabilities on Salesforce Health Cloud for healthcare payers and providers. Backed by a team of professionals with extensive technical expertise in Salesforce apps, Cadalys builds powerful and engaging applications that drive superior outcomes for companies on the Salesforce platform.