Tuesday, July 20, 2010

Delivered effective Help Desk software yet again

Business had grown with it came customer support issues. Lack of system led to delayed customer support that was highly individual dependent and expensive.
The customer was on a lookout fro a system that could reduce individual dependence at the same time maintain customer contact and history information. The customer wanted a one stop support system that could reduce costs.
The peculiar business intricacies and client business model required us to design a tailor made solution for him with anywhere anytime access allowing the sales and support team access anytime.
We proposed and designed a web based solution on MOSS 2007 to take the benefits of its sound architecture, enterprise search, document management functionality and workflow implementation.
Some of the benefits that the solution were:
  • A single point ticket booking and customer response for status of ticket.
  • Dashboard and escalation mechanism implementation
  • Department wise segregation of tickets at help desk level and quick resolution.
  • Document Management System & Knowledge Base ensured help desk was well equipped to answer queries.
  • Help desk spent more quality time with customers and call duration were much shorter
  • Quick turnaround to customer queries led to happy customers
  • Efficient reporting tool provided status reports to management aiding them to plan better and further improve customer services.
The client also saw huge productivity and cost improvements. Click here to know more about this solution.

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