12/03/2008 - ProStrategy implements new Support Centre
ProStrategy today announced the implementation of a new and improved Help Desk and Customer Support Center to improve customer service and deliver faster response to support queries. ProStrategy was recently appointed the distributopr in Ireland for Nilex and the the new center will utilise this system. Nilex HelpDesk is a complete case management system. It manages everything from case registration, distribution, handling and follow up, invoicing and statistics.
Nilex HelpDesk is a service management system for internal and external support personnel. The user can easily plan the case based on the client’s Service Level, problem history, the persons and equipment involved as well as data from the knowledge base. The time spent and the measures taken provides the basic data for invoicing internal or external clients. The numerous ways of classifying a case, the time spent, and other important work data gives the manager a comprehensive overview of the work and costs involved as well as personnel statistics, supplier information, the frequency of problems and the type of equipment on which they occur. Additionally, the powerful report generator and a number of prepared reports gives you an easy overview of helpdesk activities.
Assigning the case to a support staff member is easily accomplished by a few mouse clicks. Nilex HelpDesk provides functionality for creating and sending messages between helpdesk staff and clients according to easily defined templates. Nilex HelpDesk web-application enables easy access to cases regardless of location. All the data that is handled by a helpdesk user can be viewed via a web browser.
Sourav Ghosh, the new Customer Support Centre Supervisor for ProStrategy said '' From my experience of other Helpdesk systems Nilex offers a superior ability to not only improve our internal systems in ProStrategy but also will allow customers remotely enter, track and report on support issues as part of a Service Level Agreement''
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