Customer Management System. Integrated helpdesk

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Myra Parker
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1 Customer Management System Integrated helpdesk

2 HELP DESK best practice is designed around a set of activities to deliver upon excellent customer value. In today's uncertain economy we need clarity, faster. As they say survival of the fittest. They also add that Help Desk will resolve any issue and attempt to help the user maximize their use of applications and equipments. In turn actually help in increasing the resource productivity. In the mid 1990s, Middleton at Robert Gordon University found through his research that many organizations had begun to recognize that the real value of their help desk(s) derives not solely from their reactive response to users' issues but from the help desk's unique position where it communicates daily with numerous customers or employees. This gives the help desk the ability to monitor the user environment for issues from technical problems to user preferences and satisfaction. Such information gathered at the help desk can be valuable for use in planning and preparation for other units in IT. Basic functions of a Central Helpdesk Though not a process, the Service Desk is an important function within the service support set. It is the first, and ideally single point of contact for users (SPOC). The two main focuses of the Service Desk are: Incident Control and Communication. For the customer the advantage is that they don t have to ring around searching for the right person to solve their problem and for IT personnel it means that they only have to deal with issues that are related to their skills or area of responsibility The key responsibility of the Service Desk is to keep the customer informed on the status of their request. 2

In the mid 1990s, Middleton at Robert Gordon University found through his research that many organizations had begun to recognize that the real value of their help desk(s) derives not solely from

3 Helpdesk should stand guard to all our services and solutions and deliver the same to the customer with UTMOST care. End result should be CUSTOMER S HAPPINESS Services Rendered BY Celerity CMS 1. We would receive your customer calls, on behalf of your company. 2. The calls would be logged in into a web-based call register Suspendisse elementum rhoncus velit. Nulla turpis metus, faucibus nec, dignissim at, cursus in, tortor. 3. All the calls status would be tracked for you, and suitable escalations would be done through workflow management system. (The workflow would be designed in accordance with the organisation taking the service) 4. All SLA s of your customer would be tracked in accordance with what your customers need. This would qualify your organisation towards tenders/rfp s needing a separate helpdesk 5. All IT related process based obligations with your 3 customers, would be part of the package.

Nulla turpis metus, faucibus nec, dignissim at, cursus in, tortor. 3. All the calls status would be tracked for you, and suitable escalations would be done through workflow management system.

4 Collaboration is the need of the hour. There is so much of specialization in each of the vertical that businesses are ensuring that they do their job with significant amount of focus on the best practices, relevant to their area of work. This has to be maintained in order to be at the top, while keeping your competition at bay. At the same time, it s equally important that, you grow horizontally aswell maintaining pace. 4 That s where Celerity s CMS can help you. 1. We would stitch the entire IT process operations for you with your customer. 2. Manage Service Design and service transition for your customer 3. Continual service improvements for your customers

relevant to their area of work. This has to be maintained in order to be at the top, while keeping your competition at bay.

5 Basic Features of our Customer management system Providing a single (informed) point of contact for customers Facilitating the restoration of normal operational service with minimal business impact on the customer within agreed SLA levels and business priorities. Others would include: Keeping customers informed on request status and progress Monitoring and escalation procedures relative to the appropriate SLA Identifying problems Closing incidents and confirmation with the customers Coordinating second and third Why should you select Celerity? 1. We help you defining your customer s need and mapping it to a portal specially being created for you. 2. Provide the frame work for understanding your customers correct needs. 5 Receiving calls, first-line customer liaison Recording and tracking incidents and complaints 3. Performance tracking and reporting. A live view for you and your customers at any point of time.

Others would include: Keeping customers informed on request status and progress Monitoring and escalation procedures relative to the appropriate SLA Identifying problems Closing incidents and

6 See the business grow behind closed windows. 14A-B, Celerity Networks (P) Ltd Gurgaon, Haryana,

Service Desk Management Process

Service Desk Management Process [Month, year] Document No. : Version.Rev : Authorized by: Signature/: Date Prepared by Title Location Version no. Version date Document control sheet Contact for enquiries