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GroupForce Help Desk is designed to manage and simplify.
- E-mail based software and service support
- Call Centers
- Internal and External Help Desks
- Other service and support centers
GroupForce Help Desk is a comprehensive Lotus Notes Help desk and fully integrated GroupForce module, designed to ease the workload of support teams, increase user satisfaction, support call speed turnaround, build corporate knowledge and improve efficiency and problem response time solving.
Business advantages
- Maintain vital and linked information to analyze organizational strengths
- Support ticket information is linked and related automatically with GroupForce CRM
- Reduces workload with FAQ and Knowledge base
- Understand recurring issues and build training plans to resolve them
- Know support staff loads and manage your support teams efficiently
- Streamlined and consistent customer communications
Functionality and Features
- Tickets can easily be opened and closed
- Tickets may be assigned to SLA with pre-defined allocation channels and escalation methods
- Submit and respond to help desk tickets via e-mail, web or lotus notes client
- Very strong alerts and reminder integration
- Hide internal support team member identification to outside customers
- Escalate tickets by time, complexity or any other defined parameter
- All Information is linked and related for total corporate knowledge
- Automatically warn customers when their support maintenance agreements are about to expire
- Channel customer support without valid SLA to sales
- Dynamic and customizable status and escalation workflows based on
Service Level Agreements
- Control all communication parameters and/or formats using GroupForce
Data Dictionary
- Sophisticated usage reports and reminders
- Navigate quickly and open all related items typically with a couple of mouse clicks
- Takes full advantage of GroupForce Global Actions (corporate ToDo’s)
- Ticket numbers are fully customizable and can be sequential
- Automated escalation (workflow parameterized by Service Level
Agreement)
- Reporting by ticket, problem type, company, priority, date
- Data mining reports using Excel
- Integrated with GroupForce Survey module
- Service Level Agreement controls and contract generations using
GroupForce Templates
- Control web access to data using GroupForce access technology and/or
standard Lotus Notes address books
- Knowledge base integration
- Keep track of Frequently Asked Questions
- Respond with links to answers with single clicks
- Publish knowledge information to the web using different levels of
information visibility
- Support internal and external customer service
- Custom integration, including web extensions, powered by GroupForce
Web Services
- Support time logged and monitored using GroupForce Timesheet module
- Easily log support time using GroupForce Smarticons
Contact us for more
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