Track and Manage Help Desk and Product Support Requests
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IssueNet helps organizations manage internal and external help desk and product support processes to achieve greater customer satisfaction, enhance communication, and maximize support resources. By using IssueNet as a framework for help desk and product support, customer requests and problem reports can be managed throughout the entire lifecycle using a single platform. Because it is a complete issue management platform, issues originating in help desk and product support can be seamlessly integrated with IT change management, product development, and professional services processes also managed in IssueNet. Because of these capabilities IssueNet is ideal for organizations that wish to integrate help desk and product support with other supporting business processes.
Specifically, IssueNet allows organizations to more effectively support their customers by providing:
- A workflow engine and design environment that allows organizations to automate and enforce service procedures
- An issue tracking portal for customers that is simple to use and cost effective for large numbers of customers
- A notification and scheduling engine which provides e-mail alerts, scheduled tasks, and item escalation
- An audit trail which allows organizations to adjust the audit level to their exact service requirements
- Flexible reporting tools which allow organizations to extract critical metrics
By employing IssueNet for IT change management organizations can realize the following benefits more capably and cost effectively than internally developed or comparable commercial products.
- Increased visibility into the support process
- Increased customer satisfaction
- Seamless integration between support and other business processes
- Reduced operating costs
To learn more about the IssueNet Platform and its use in generalized issue management contact Elsinore and read more about IssueNet’s specific features and capabilities.
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