RESOURCES
Learn about the leading Helpdesk Software Solutions and best practices with these free materials.
COLGATE PALMOLIVE TRUSTS DATACOM TO DELIVER A MULTILINGUAL SERVICE DESK TO INTERNAL IT USERS ACROSS ASIA PACIFIC
Datacom’s centralized service desk support to Colgate’s 3,000 employees in 12 countries gave Colgate visibility over its genuine call volumes and increased first time resolve rates for technical queries, boosting satisfaction in Colgate’s internal IT users.
CONTINUUM HELP DESK DELIVERS WIN/WIN FOR CMIT SOLUTIONS
The Continuum Help Desk provided professional end-user troubleshooting services, ideal for IT solution provider startups and those looking to scale. It eliminated the need to hire more IT staff to support customer end users, who always received immediate 24x7 support from the Continuum help desk with minimal downtime.
COOK CHILDREN'S IMPLEMENTATION OF SALESFORCE SERVICE CLOUD PRODUCED HAPPIER, MORE EFFICIENT HELP DESK AND SATISFIED USERS
Astadia implemented Salesforce Service Cloud for Cook Children’s Health Care System to support 170 service cloud users and 6,000 portal users. Their IT help desk gained greater efficiency, improved customer service, and enjoyed better experiences for both technicians and end users.
EVERGREEN PACKAGING TURNS TO KONICA MINOLTA FOR HELP DESK SUPPORT AND MANAGED PRINT SERVICES
Based on the success of Konica Minolta’s IT Services at Evergreen Packaging, Rank Group has replaced internal help desk services at all 6 of its North American-based companies. This allows the IT department to focus on high-priority IT initiatives while trusting All Covered for day-to-day help desk support for its end-users.
AMPLIFY: AI-POWERED GUIDED HELP DESK
A global consumer packaged goods company addressed their support challenge with AI-powered Guided Service from CognitiveScale. Guided Service delivered help-desk specific knowledge and pre-trained agents that analyzed and ingested static streaming support and training information from across the business and 3rd parties.
INCREASING EMPLOYEE PRODUCTIVITY WITH FASTER HELP DESK RESPONSES
Instant Queue Manager enabled a global pharma company to achieve faster help desk responses, increasing productivity and improving user satisfaction. Their first-call resolution rate increased by 85% while the issue resolution time dropped significantly. Issues that used to take 24 hours to resolve can now be closed in under 5 minutes.
UNIQUE SERVICE DESK SOLUTION CREATE NEW EFFICIENCIES FOR INTERNAL IT HELP DESK
Solugenix set up a tiered service desk support model for One West Bank (OWB). The solution resulted in new efficiencies with significant cost reductions and heightened user satisfaction. The IT help desk resolved 90% of incoming issues, improved the average wait time from 11 minutes to less than 3 minutes, and maintained a 95% or higher SLA.
TIER 1 HELP DESK SUPPORT HELPS GLOBAL INVESTMENT BANKING FIRM FOCUS ON CORE ACTIVITIES
Using Randstad Technologies help desk support, a global investment banking firm’s IT staff was free to focus on core activities that supported business goals. Help calls were answered quickly and call abandonment rate became minimal. The firm didn’t have to incur the costs associated with staying current with multiple operating systems.
UBI BANCA OPTIMIZES HELP DESK MANAGEMENT WITH CA SERVICE DESK MANAGER
By adopting CA Service Desk Manager, Gruppo UBI Banca was able to improve help desk services, reduce IT costs, and optimize resources. The number of tickets went down by around 10 percent, with quicker response times and lower total cost of ownership. It was configured to meet client’s help desk management needs perfectly.
UNM HOSPITAS RELIES ON DSRAZOR FOR EDIRECTORY TO EMPOWER HELP DESK AND ENHANCE IT PERFORMANCE
The UNM Hospital’s IT organization realized notable payoffs from its investment in DSRAZOR. The most significant was the ability of their help desk to provide high level performance and quality service to internal end-users. Help desk staff can now launch applets on their desktops and handle users’ issues with ease.