Customer profiles provide a consolidated view of each customer including:

• Contact and location information
• General ledger cost centers for chargeback
• Authorization to request services
• Hierarchical departmental reporting structures
• Departmental contacts
• Other relationship management details

Depending on your service model, customer profiles can be defined for departments or agencies and also extend to individual staff members within departments. This information can be automatically populated and refreshed through integration with your Active Directory, LDAP and/or Human Resources System.

When utilizing the Help Desk or Service Request applications, Service Level Agreements (SLAs) can be defined through the Customer Profile. The SLA defines the acceptable time intervals for service delivery and help desk escalation based on the type of customer.