Delivering Fast, Personalized & Omnichannel Support Through Smart ITSM & CX Solutions

In the digital era, expectations around support are higher than ever — from both employees and customers. People expect quick, personalized, and effortless assistance — across chat, email, voice, mobile apps, and even social platforms.

At Arka Information Systems, we empower organizations to deliver intelligent, omnichannel support experiences by combining IT Service Management (ITSM) and Customer Experience (CX) strategies, powered by AI, automation, and service design.

The Modern Support Gap

Traditional service models are falling short because they:

  • Rely on siloed systems and manual workflows

  • Offer inconsistent support across channels

  • Lack personalization or contextual awareness

  • Are reactive, not predictive

  • Fail to scale with demand

Whether it’s an employee waiting on an IT ticket or a customer bouncing between support agents — these gaps impact loyalty, productivity, and brand reputation.

The Arka Approach: Smart, Unified Service Delivery

We build future-ready service ecosystems that unify ITSM and CX to deliver fast, human-centric, and scalable support across the enterprise.

Here’s how we do it:

 1. Omnichannel Support Enablement

We integrate all your support channels — chat, email, voice, WhatsApp, self-service portals, and mobile apps — into a seamless experience.

  • Context-aware conversations across devices

  • Single customer/employee profile across platforms

  • Unified dashboards for agents and IT teams

✅ Result: No more repeating details or switching platforms — just consistent, connected support.

 2. AI & Automation at the Core

We embed AI, NLP, and automation into your service operations to speed up response times and reduce manual effort.

  • Smart ticket triaging and resolution

  • Chatbots for first-contact support

  • Predictive analytics to anticipate issues

  • Virtual agents for employee/HR/IT queries

✅ Result: Faster support, reduced ticket volume, and better user experiences.

 3. Service Design Thinking

Support isn’t just about solving problems — it’s about how the experience feels. Our service design team maps user journeys, touchpoints, and emotions to create delightful and intuitive interactions.

  • Experience mapping (EX & CX)

  • Persona-driven interface design

  • Feedback loops and satisfaction metrics (NPS, CSAT, CES)

✅ Result: Higher satisfaction, better adoption, and improved loyalty.

4. Integrated ITSM Platforms

We implement and optimize tools like ServiceNow, Freshservice, Jira Service Management, or custom solutions — tailored to your enterprise needs.

  • ITIL-aligned workflows (incident, request, change)

  • SLA/KPI dashboards and reporting

  • Enterprise service management (IT, HR, facilities)

✅ Result: Consistency, accountability, and visibility across all service areas.

The Business Benefits

Organizations that embrace omnichannel ITSM + CX strategies see:

  • Up to 50% faster response/resolution time

  • 30–40% fewer escalations and repeat tickets

  • 20–25% improvement in satisfaction scores (EX/CX)

  • Stronger internal collaboration and efficiency

Why Choose Arka Information Systems?

  • ✅ Experts in ITIL, CX strategy, AI integration, and experience design

  • ✅ Cross-domain expertise in both internal (IT/HR) and external (customer) support

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