Inside Help Desk Software

Toyota Financial Services is one of the leading vehicle finance corporations in the world. With hundreds of staff and offices found all over the world, Toyota began to feel the effects on its IT help desk. With over 200 calls and emails a day, TFS had to find a way to run its help desk more efficiently and solve issues ina  more productive way.

Issues which plagued the help desk ranged from issues with the company website to internal issues within the company’s systems. Toyota felt it was time to be able to find a help desk system that would be able to support its staff while also being able to track performance through reporting and analytics tools. Boosting its help desk productivity was a key goal for Toyota in being able to provide better customer service.

After reviewing a number of different help desk options, Toyota decided on FrontRange’s Heat service desk package. Heat’s customizability as well as its recording features make it a very convenient system for Toyota. Rather than doing simple administrative tasks such as recording and logging phone calls, help desk staff now have the time to attack the root of problems by working on the issue itself.

Toyota has been impressed with HEAT’s functionality and usability as it provides many tools that simplify the support process for its help desk employees. HEAT provides the staff with accountability as performance is easily monitored through a variety of reports and other tools.

For more information on this successful implementation, you can read the full article here.

Technorati Tags: Customer Service, Customer Support, Heat, Help Desk Support, IT Help Desk

With technology continuing to improve, the opportunity to improve upon existing inefficient operations is now easier than ever. Not only are companies looking to optimize their operations, governments are buying into the trend too. With the vast array of help desk offerings now available, governments can now benefit by selecting software packages that can best benefit their operations.

Kent County is a recent example of a government agency looking towards technology to improve upon its operations. In implementing its new ITSM software from Hornbill, the support staff are now able to efficiently handle requests and provide quick service. Through its detailed selection process, Kent County was able to settle upon HornBill due to its ease of use.

Hornbill has shown it’s capable of handling complex requests which makes conducting tasks much easier for employees. This allows the County to handle more requests due to the faster response times. As the County continues with its implementation, it hopes to capitalize on other features that have yet to be introduced into their systems. WIth the new features, Kent County is looking to see how it can improve even more upon its existing operations.

For more information on Kent County’s implementation process and its experience with Hornbill ITSM, you can read the full article found here.

Technorati Tags: IT Service Management, ITSM