We offer the best services for our customers
Sky-Machine – The Skynet engine
Processes and organization
When the work volumes increase, even the most experienced consultants, without an optimized organization and processes, can not guarantee adequate service levels.
The service desk is Skynet’s central structure, representing the single point of contact (SPOC) for every user and also owns the basic knowledgebase to coordinate the activities of the other structures and third parties.
Skynet offers two structures: the main Staging laboratory through which we support all the needs within the European Union and an external office located at the premises of one of our important partners base in UAE
Expert systems analysts work on monitoring consoles H24, 365 days a year.
One of Skynet’s main missions is to reduce the frequency of on-site interventions. Sometimes, though, it may be necessary to operate directly at the client’s premises
Methods and tools
We consider essential using modern methods and tools. Thanks to our model and tools we can automatize, control, measure and improve our processes and those of our clients:
Our model was created to face a very specific need: to guarantee the highest operative continuity to non-technical users, dedicated to selling luxury items to very demanding clients. Thanks to our model we can guarantee Premium service levels to respond to this specific demand. Fortunately, we realized that this same model, exported to other more traditional contexts, continues to guarantee important advantages.
Tools must be flexible, simple to use and maintain, complete but not complex, not too expensive, up to date, open and integrated: these are the reasons for which, after a careful analysis on what the market had to offer, Skynet has chosen to build them internally. After years of work, we can affirm that this choice was proven to be the right one. The Call managment, the Ticket Managment, the Assett Management represent an essential aid for everybody working at Skynet (and thanks to them, problems related to human error are minimized).
85% Tickets solved autonomously
80%Calls answered within 20 sec.
98% Calls answered by technicians
100% Staging – Items configured and shipped (within the same day)
90% On-site interventions – NBD
99% Monitoring – Alerts managed within 15 minutes
We believe that focus and specialization are key words to guarantee a high service quality, as well as health and prosperity for our company.
Skynet Technology focuses solely on providing support services. We believe in the continuous organization and optimization of every process.
Now a reference point for the fashion retail world, Skynet Technology has been involved in several successful cases, also concerning development projects for main companies dealing in other industry sectors.
Skynet acts as a SPOC (Single Point of Contact), a point of reference to guarantee an efficient and quick response for every problem that that sales assistants or store managers can have every day.
The same model, optimized throughout the years, has been exported to support headquarters users.
We are able to monitor the devices and systems of our clients 24 hours a day with specialized technical personnel, working in our control room also at night.
Our specialized team is available to support special projects such as roll-outs; new store openings; training from remote and on-site; projects concerning mobile devices.
UNI EN ISO 9001:2015
Certification UNI EN ISO 9001:2015
UNI CEI ISO/IEC 27001:2017
Certification UNI CEI ISO/IEC 27001:2017