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IT Helpdesk, Call Tracking & Management for Lotus Notes DominoThe Call Tracking & Management module provides the IT Helpdesk with the tools to handle large volumes of calls, maintain service level agreements and utilise human resources effectively. Helpdesk calls can be logged, allocated and routed to the most appropriate person (based on a skills matrix) to improve support levels and response times. Service levels can be improved as users log their own calls and can check progress without calling the Help desk. The comprehensive reporting facility enables managers to review service levels and where resources are being deployed. IT Helpdesk Call Tracking & Management allows the team to maintain high service levels whilst re deploying their activities to ensure the critical IT infrastructure is working at its optimum for business requirements. The training needs for frequent help desk users can be easily identified and addressed accordingly. |
Clear Business Benefits
- Call logging, routing, tracking, escalation & reporting
- Call delegation, assignment and reallocation based on problem type or skills matrix
- Problem resolution costing analysis
- Various report views - by status, handler, site etc.
- Complete web functionality
- Users can log their own calls and review status.
IT Helpdesk Call Tracking & Management will enable your business to:
- Provide quality front-line customer service and problem tracking
- Improve response times, empower staff, and meet agreed service level agreements through automatic call prioritisation and escalation
- Ensure consistency in response to common user problems
- Reduce the volume of calls to the Help desk as users log and review their own calls
- Re-deploy IT resources from answering calls to focusing on their business roles instead
- Reduce downtime and interruption
- Encourage user self help, and develop users IT skills
- Route and allocate calls more effectively based on team members skills.
Typically, ROI is achieved in the first year through cost reductions, time savings to log, allocate and manage calls, improved technical and user experience and improved satisfaction from effective call resolution.
More Details....  |
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Go to: Lotus Notes™Applications
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Tel: + 44 (0)1159 405000. Fax: +44 (0)1159 405450. Email:
