Do
your employees get speedy answers to their questions
when they call your help desk?
Do
their projects get put on hold while waiting for technical
assistance?
Speed
is what will put you ahead of the rest. Interchange
Helpdesk dramatically improves your ability to support
your employees and the myriad of applications that keep
your organisation running smoothly. The sooner questions
and problems can be tracked and resolved, the more productive
your organisation will be.
For
today's competitive organisations, the rewards go to
those who can respond quickly and intelligently. Let
Interchange Helpdesk make your help desk truly helpful!
Built with speed in mind and a focus on getting you
started quickly, it combines the industry's only 100%
Pure Java client with asset management and network integration.
You'll manage every incident from initial logging through
load balancing, escalation, notification, and resolution.
FEATURES
AND BENEFITS
Meet
your callers' needs the first time
Streamline
the flow of calls. With Interchange Helpdesk's
load-balancing and auto-assignment features, you
can manage requests coming in via your telephone
hot line, the web, and e-mail.
Maintain
information about calls, resolutions, escalation
statuses, and notifications.
Display
the caller's history instantly so your help
desk representatives are always informed and
ready to answer questions.
Answer
callers' questions instantly
Interchange
Helpdesk provides a unique resolution technology that
gives you instant access to the most applicable solutions
to your callers' questions.
Search
multiple databases simultaneously and access information
from a variety of sources, including Lotus Notes,
Microsoft Word, and CD-ROMs.
Your
help desk staff is presented with the most likely
answers to incoming questions with statistically scored
solutions
Know
the hardware and software your callers are using
If
you have instant knowledge of the hardware and
software your callers are using, you can be better
equipped to give answers.
Interchange
Helpdesk blends with asset polling applications
such as Microsoft SMS and Tally NetCensus to
provide you with the complete hardware and software
configuration of each caller.
Multi-tiered
asset configuration trees show how assets (and
their components) are related.
Educate
your Staff
Be
proactive in addressing callers' problems by offering
them applicable training.
Offer
your callers specific training courses based upon
the symptoms of incoming problems or questions.
Track
courses and register callers on the spot.
Analyse
trends and reporting applications
Interchange
Helpdesk provides a suite of powerful trend analysis
tools so managers can make informed decisions
about how and where to develop business. You'll
be able to get historical and current help desk
analysis using tools that include:
Crystal
Reports Pro with more than 250 pre-defined queries,
charts, and reports.
Executive
Information Center (EIC) module to monitor marketing
effectiveness, profitability, sales forecasts,
revenue projections, and pipeline analysis.
Using
analytical processing (OLAP) technology, managers
can quickly gain answers to highly complex sales
questions. This translates into increased customer
satisfaction and ultimately long-term revenues.
A
"white board" is available to improve
communications via memos, newsflashes, alerts,
and more
Have
access anytime and anywhere
Since
organisations are evolving beyond traditional single-platform
and single-location environments, Interchange Helpdesk
includes a suite of "anytime/anywhere" modes
of operation that include:
A
premier 100% Pure Java solution for delivering business
applications to virtually any desktop, anywhere in
the world.
Access
to your organisation via the Internet.
The
industry's only disaster-prevention module. It will
"keep on ticking" even if you experience
a system failure.
Interchange
Helpdesk is a production-ready solution that can be
implemented in a fraction of the time required by other
applications.
Copyright
2001 - 2010 Interchange Group Limited - All Rights Reserved
