Streamlines workflows and improves productivity, enhancing digital service management for enterprises
Introducing YAN Cloud by HAND, the SaaS platform designed to streamline service processes, enhance employee experience, and optimize service quality. YAN Cloud provides efficient operations, rigorous knowledge management, and key modules such as Service Management, Knowledge Management with machine learning, and a Chatbot that creates a FAQ knowledge base. Monitor and report Service Level Management (SLAs) for optimal service delivery.
Various Challenges In Service Operations
For Employees
  • Facing repetitive problems
  • Uncertainty about whom to contact for help
  • Lack of response from IT department
  • Poor communication between employees and IT department
  • Unclear understanding of problem resolution
  • Delayed processes due to non-real-time handling
  • For Service Teams
  • 80% or more problems are repeating
  • Busy with ad hoc tasks
  • Unable to prioritize jobs
  • Lack of clearly defined KPIs for performance measurement
  • Hard to gain recognition from revenue center
  • Low morale and satisfaction
  • For Management Teams
  • No real-time information on service quality
  • Only aware of problems when customers complain
  • Lack of quantitative performance measurement
  • Unable to justify expected return and input
  • Difficulty in identifying root cause of problems
  • Challenging IT service management as the organization scales up
  • YAN Cloud Offers A Range Of Application Modules And Various Features To Improve Service Operations
    IT Service Management
  • Ticket Management
  • Incident Management
  • Change and Service Request Management
  • Intelligent Robot
  • Automated assistance for customer service
  • Call Centre
  • Efficient and streamlined call centre operations
  • Enterprise Service Management (Work Order and Service Request)
  • Administration Service
  • HR Service
  • Legal Service
  • Online Customer Service
  • After-Sales Service
  • Ticket Management
  • Minimize interruptions
  • Reduce breakdown frequency through root cause analysis
  • Generate knowledge from past incidents
  • Change Management
  • Enhanced controlling power over changes
  • Reduced risk from change
  • High approval flexibility
  • Incident Management
  • Faster recovery services
  • Transparent trace and tracking of problem-solving process
  • Improved service experience
  • Service Request Management
  • Ability to publish requests at any time and from anywhere
  • Clear service execution flow
  • Cross-department collaboration
  • SLA Management
  • Flexible user-defined SLAs
  • SLA pre-alerts
  • Covers a range of different SLA scenarios
  • Benefits For Service Management
    Faster Implementation
    Simple and faster configuration with ready-made templates
    Shorter implementation cycle
    Lower Cost
    Highly flexible configuration function
    Reduces customization workload and implementation cost
    Internet-based and mobile-friendly interface
    Real-time customer info/habit updates
    Manageable anywhere and anytime
    Less Tools
    One-stop product and service
    Complete product integration reduces integration cost and time
    Strengthens data fusion
    Closed Loop
    Integrates services, operations, and automation
    Covers functions of complaint management, ticket management, operation management, knowledge precipitation, and chatbot available
    YAN Cloud is highly configurable and allows customers to manage the service directory in their language. It can be applied to a wide range of use cases, including after-sale service management, HR service management, quality and issue analysis, IT Service Management (ITSM), Business Process Management (BPM), and customer support ticketing.
    Service Receiver
    CS/Service Desk
    Service Team
    Service Operation Team
    Front End
    Portal & Workstation
    Search and Discovery
    Universal Search
    User Management
    Personal Center
    Communication and Support
    Speech Recognition
    Service Desk
    i-Cust. Service
    Online Cust. Service
    Report Dashboard
    Knowledge Management
    Knowledge Recommendation
    Knowledge Base
    Application Management
    Service Catalog
    Connection between User Interface and Application Backend
    Back End
    Service Management
    Universal Search
    Service Catalogue
    Service Desk
    Service Category
    Service Process
    Knowledge Management
    Knowledge Home
    Recommendation Engine
    Knowledge Graph
    Machine Learning
    Monitoring Management
    Monitoring of Rules Configuration
    Dashboard Monitoring
    Advance Warning
    Output Interface
    Report Platform
    Standard Report
    Customized Report
    Customized Visual
    Third party Visual Tool
    Resource Management
    Resource Inventory
    Resource Planning
    Training & Promotion
    Performance & Assessment
    Capability Model
    API Platform
    Ticketing API
    Knowledge API
    Monitoring API
    Reporting API
    Connection Between Function Back End And Public Services
    Public Service
    Tenant Management
    Roles Management
    Ticket Customization
    Account Management
    Permission Management
    Organization Management
    Message Customization
    Connection Between Public Services And Infrastructure
    Cloud Server
    Document Storage
    Domain Control
    Message Queueing
    Email Pushing
    Object Storage
    Radis Caching
    Third-Party System
    Call Center
    Intelligent Cust. Service
    Speech Recognition
    Machine Learning
    Intelligent Monitoring
    Big Data Processing
    Client feedback
    YAN Cloud had replaced our traditional service model. The service process is more concise, the communication supports the mobile terminal and more convenient to use. At the same time, it seamlessly integrates with the OA system, the personnel information changes more efficiently, and the intelligent customer service provides us with 24 hours service to answer staff questions at any time.
    Mr Wan
    HR Manager of a Global Chemical Industry Company
    YAN Cloud is a great IT service management platform, Hand team had implemented in more than 6000 of our chain shops worldwide, it greatly improved our customer service level by increasing problem resolution rate by 20%, releasing 15% of human resources and reducing incidence by 15%.
    Global Retailer Chain Shop
    YAN Cloud replaced the original ITSM tools, provides a unified service portal for all S company (China) users, and provides employees with convenient IT services.
    Establish a more efficient and flexible work order management platform to follow up and process IT service work orders, and automatically dispatch orders according to the services selected by employees.
    Establish a safe and rigorous CMDB library, which is strictly linked to employee service applications and expense items and helps IT to perform cost accounting.
    Establish an employee satisfaction survey system, conduct statistics and supervision of service quality on satisfaction feedback, and improve user satisfaction.
    Global Engineering & Technological Company
    Contact us for further details about our YAN Cloud Service Management
    Service Industry
    Cross-border e-commerce

    NetSuite supports the full process of cross-border e-commerce, including procurement, warehousing, sales, shipping and financial settlement, with global business and cross-border compliance, and seamless integration with e-commerce and logistics providers, and flexible order and logistics management.


    NetSuite offers automation of enterprise resource management, efficient production management in collaboration with MES, and intelligent manufacturing, and enables modernized group business process management and control, promoting refined financial accounting through business processes, resulting in true financial business integration.


    Optimize global operations through streamlined processes, advanced data analysis, and strengthened management. Implement multi-currency and multi-accounting information management systems, and manage intercompany transactions effectively through multi-dimensional financial analysis.


    Enhance visibility and transparency, streamline reporting and compliance processes, gain deeper operational insights, significantly decrease complexity, and maintain a competitive edge through agility.


    Unify online and offline channels for a seamless new retail experience, consolidate operations, prioritize profits and customer satisfaction, and undertake digital transformation.

    Professional Services

    Optimize project management in the professional services industry through process and performance management, customer management and financial accounting control. Improve staff utilization, customer satisfaction, and provide quick, accurate data for decision making, all while ensuring global compliance.