White Paper

Implementing Your Help Desk
A Practical Guide

milestones to meet during the implementation process. In essence. productive system. the Help Desk is a database." The handbook continues: "To increase the productivity of people using information technology in a company. "This database goes way beyond just call management. locations. hardware.including information about customers." It sounds simple. networks. published by the Help Desk Institute. We'll provide answers to common questions about Help Desk systems.The database also identifies the interrelationships among these items. key factors to consider when choosing and implementing the software. Beginning with the definition of a Help Desk. and a real-world example of a successful Help Desk implementation. vendors. along with step-by-step procedures and timelines for implementing an efficient. The Help Desk actually becomes a global repository for critical data and corporate assets . depending on who is pitching the solution. According to Rene Tenazas. service level agreements. but what lies at the heart of a Help Desk operation is a sophisticated database that contains all the information necessary to handle call reporting. software.from selecting the software. This white paper offers practical advice to help you choose the right Help Desk software for your organization. warranties. we'll walk you through the entire process ." The Help Desk Timeline ts en em ir qu Re d an s or nd Ve an Pl ct e oj Pr l al st In ad Lo a at D e am fin gr Re ro d tP an lo oy Pi pl n e D Ru e in ef D s ct du ro P ss se As e iz al rm Fo e ar w ft So f m af te St ys in tS s a Te Tr Product Selection System Goes Live Implementing Your Help Desk: A Practical Guide Page 2 . licenses. offers the following definition: "The operation that provides technical information to customers and solves technical problems by providing support and information. problems and solutions. Chief Technology Officer for Datawatch.Implementing A Help Desk Implementing a Help Desk may sound either remarkably easy or terribly difficult. But. you need to provide an efficient and effective means to answer their questions and solve their problems. asset management and problem resolution. to implementing the system and taking it live. A Help Desk Definition "The Help Desk Glossary". the actual process usually lies somewhere between these extremes.

If your Help Desk is not providing effective. Key planning areas include: manpower. run the pilot program. a Help Desk must reflect the workflow of the support organization. "Both require very careful consideration. It must create a realistic framework for quick. train the staff. The business need for an effective Help Desk is compelling. "Implementing a successful Help Desk is 50% planning and selecting the right vendor/product. Both the knowledge of your organization's top management and the experience and knowledge that comes with your Help Desk vendor are important here. Bill Rose suggests that the key to managing software support effectively involves thorough planning before you begin "fighting fires". Phase 1 . and deploy and refine the system. how priorities are handled. Implementation A successful Help Desk implementation demands careful strategic planning.Define Requirements Asking The Right Questions In his book "Managing Software Support". facilities and tools. how calls are escalated and how problems are resolved." The implementation process should include the following phases and steps to accurately reflect the nature of the Help Desk system you wish to create: define the requirements." according to Tenazas. you're sacrificing productivity and increasing your cost of doing business. You must establish a clear methodology for designing and populating the database. effective responses in every situation. assess the products and vendors. install the software and load the database. formulate the project plan."Implementing a successful Help Desk is 50% planning and selecting the right vendor/product and 50% implementation. test the system. and 50% implementation." In addition to being a database. This includes details on how calls are assigned. but that's only part of the story. efficient solutions to problems. ts en m re i qu Re rs do en V n la tP ec oj Pr l al st In ad Lo a at D e am fin gr Re ro d tP an lo oy Pi pl n e D Ru e in ef D ss se As d an ts uc od Pr e iz al rm Fo e ar w ft So f em af st St Sy n st ai Te Tr Product Selection System Goes Live Implementing Your Help Desk: A Practical Guide Page 3 . The idea is to plan well in advance of actually investing in big ticket items.

knowledge capture. and measure its own activities and effectiveness." Phase 2 . with proper planning and implementation. asset tracking. you're already half way to a successful implementation. 4. Setting the objectives for your Help Desk is part of Phase 1. problem management. has experienced numerous examples where individuals would select a product to handle Help Desk activities and walk directly into trouble . resolve problems. involve senior management or the Help Desk vendor. 3. Datawatch consultant. or ask the right questions about their own support needs.Assess Products and Vendors In a recent PC Magazine article. it just means that you now have a tool that. software and call handling tools according to their ability to meet your specific requirements. improve the productivity of the customer community. These criteria are the basic elements that any Help Desk software should offer to be seriously considered. Jonathan Clark. or is time being wasted as requests get bounced from person to person? Do you have an effective system in place for your lower level technicians to leverage the knowledge of your higher level experts? Are you encouraging your customers to help themselves with user friendly and efficient methods? Is there a way you can leverage your existing infrastructure and expertise to implement a new help desk system? What payback do you expect from a Help Desk investment? Over what period of time? How would you want a vendor to demonstrate that such a payback had actually occurred? Most Help Desks have many of the same objectives that are discussed in "The Help Desk Handbook". "Once you understand that the Help Desk and the software that helps to run it are two different things.Helpful Questions For Phase 1 On average. five criteria for evaluating Help Desk software were offered: 1. technology interfaces. how many service calls are answered each day by your current support organization? Do you have a list of all computer equipment with current configurations? How many calls are bypassing the support center altogether and are handled informally? At what cost? Do you know how to get accurate real-time data when you need it? Are incoming requests routed to the appropriate personnel right away. "Installing the software does not mean that all your Help Desk problems will instantly be solved.simply because they did not preplan. In addition to defining requirements based on your organization's needs." Clark points out. These objectives include the need to: serve the customer community. manage change. you'll also need to identify hardware. 2. reporting. can provide a viable solution. and 5. Implementing Your Help Desk: A Practical Guide Page 4 .

Is the interface intuitive. Director of Membership Services for the Help Desk Institute. software and networking possessions. Problem management should include: problem logging. With this feature you can provide a single point of contact and can ensure that you're meeting your customers' expectations and your support partners are also living up to their agreements with you. etc. According to Char LaBounty. it serves as a library of information about your organization's asset base. however. graphical and easy-to-use? Is the informationpresented in a logical way? Can the user click on an item (caller name. it allows Help Desk personnel to solve problems by providing accurate. and problem diagnosis. up-to-date information on the caller's environment. First. "Often. tracking problems to resolution.) and see multiple levels of detail? Can the product be configured easily to accommodate different call-resolution processes? 2. Problem Management Problem management is the most important and measurable Help Desk feature. What's most important is how all the Help Desk functions work together and how they are presented to the user. problem identification. A good asset management feature should help organizations: collect asset information with minimal effort (perhaps by using automated data collection software. alerting personnel if a call is taking too long. and warranties. elevating a call's status to a higher priority. minimize the number of unnecessary purchased software licenses. software licenses. minimize the number of unnecessary purchased software licenses. Second.e in ef D ts en em ir qu Re s ct du ro P ss se As d an s or nd Ve e iz al m r Fo an Pl ct je o Pr e ar tw f m of af te S St ys ll in tS ta s a s Te Tr In ad Lo a at D e am fin gr Re ro d tP an lo oy Pi pl n e D Ru Product Selection System Goes Live 1. call assignments. is more than the sum of its parts. A good problem manager. hardware item." Asset management looks at such items as hardware and software configurations. Implementing Your Help Desk: A Practical Guide Page 5 . for example NetCensusTM from Tally Systems Corporation). Asset Management Asset management is important for two reasons. a Help Desk product with good asset management pays for itself simply by putting a real dollar value on a company's current inventory of computer hardware. LANs and LAN addresses. One particularly useful feature is the ability to simultaneously track issues handled by your internal support team as well as issues escalated to external third party support partners.

maintain equipment warranties. support technicians are prompted to add their resolution to the knowledgebase. dramatic influence on your organization. how many PCs are there in the company? With what CPUs? What memory? Disk capacity? What applications are they running and at what revision levels? What warranties are scheduled to expire and when? How many users are connected to the server? All this information has an immediate.enforce equipment policies regarding approved vendors. technicians are urged to describe complete fixes in their resolution. and can easily become an invaluable resource for future asset planning. For example. This way the solution is captured for others who might encounter a similar problem in the future. That isn't much help for the next person facing the same problem. This way. It's also an area that pays big dividends with little up-front investment in user training and problem assessment. and help desk management has the final say on which items will be most useful in the future.. 3. "Nor can most companies afford to hire enough specialized talent. Self-learning allows lower-skilled people to do the jobs of their higherskilled/paid colleagues. software revisions. who's using the assets and how are they being used. service provider. schedule maintenance and upgrades Good asset management allows companies to make vital decisions based on accurate information about their possessions." Clark says. "how many Help Desks finish a successful call just by writing the words 'problem solved' in the call comments section." Knowledge capture also gives Help Desk staff the ammunition they need to fix bigger problems. the technician will have this resolution at their fingertips in order to resolve the issue immediately. which then gets sent for approval before it is actually submitted. or customer? Does the customer who complains the loudest have a legitimate point? Is the Help Desk really overworked? Implementing Your Help Desk: A Practical Guide Page 6 . software. Answers to key questions will help provide important details about your organization's future asset planning. suppliers. The next time a user calls up and identifies the same problem. "You'd be surprised. "You can't give everyone enough training in Excel and Outlook to achieve a 24-hour." When using Datawatch’s Visual|Help Desk software. configurations." says Clark. knowledge capture is the "secret weapon" that makes the difference between a system that merely logs calls and one that really leverages the skills of the people who use it. etc. 75% fix rate. for example. Help Desk software should encourage self-learning by prompting users for solution-type information after the problem is resolved. For example. Knowledge Capture Often overlooked. department. is there an overall pattern of failure by hardware type.

Helpful Questions For Phase 2 What do you want to do? Manage calls? Track assets? Both? What kinds of assets do you want to track? Hardware? Software? Warranties? Licenses? User data? User applications? Other? Are assets currently audited? How? How are trouble calls currently handled? How would you change this process? Who is involved in trouble resolution? What are their roles/tasks? What subject(s) would you use to describe typical problems.g. While working in a ticket. keyboard. As a result. client status updates? What metrics do you want to use to measure quality of service? Number of calls handled? Meantime resolution? Number of calls unresolved after 24 hours? Longest lifespan? Calls closed on First Contact? What features do you want to integrate from external applications? Commercial knowledgebases? Network management systems? Implementing Your Help Desk: A Practical Guide Page 7 .. etc." In that regard. a leading computer industry consulting firm. Often.The Symposium Proceedings from the Gartner Group. an on-line knowledge base that provides problem solving information and Help Desk resources for a variety of popular software applications and operating systems. on a regular basis.? What resolution types do you currently. call types. error codes. e. Visual|Help Desk from Datawatch allows a Help Desk to access external knowledge bases from within V|HD. For example. the Help Desk should include the ability to tap into commercial knowledge bases. remind users of its accomplishments. indicate that "Users need to be informed on an ongoing basis about exactly how the Help Desk is helping them. Technicians can search both their proprietary knowledgebase or content from RightAnswers. or would you use? What customer information do you want displayed on screen after you enter the customer's name? What kinds of information would you want available (and reportable) on look-up tables? For example. These external knowledge bases can be used to handle and resolve calls quickly at the first level. when a Help Desk is operating efficiently.. PC hardware. hardware error. Knowledge bases act as a "repair manual" and add an additional layer of expertise to the Help Desk. we feel that the Help Desk must. Additionally. resolutions.? What alerts do you want active? Do you need a crisis response group and procedure? What features do you want mail enabled? Trouble call-in. customers don't appreciate how much they have been shielded from complexity and lost productivity. it is useful for the software to include a standard call feature that makes it easy to register even the simplest calls.

without picking up the telephone. pre-formatted reports for common applications (for example. a report that lists all calls with the same resolution. upcoming changes. or all calls that were not resolved within time limits set by the SLAs). Service Level Agreements (SLAs) are an efficient method for Implementing Your Help Desk: A Practical Guide Page 8 . Also. the Help Desk staff can act as the customer liaison. A Help Desk should include easy-to-understand.4. The Help Desk software should be the repository for all system information that can affect customer performance. It should also allow users to configure their own reports for unique information demands that they're likely to face in specific situations (for example. Service Level Agreement (SLA) management. such as enhancements and upgrades. Technology Interfaces The last item on the PC Magazine checklist concerns how the Help Desk ties into other applications that can facilitate customer support. Help Desk and Customer Support experts recognize that for a Help Desk to be truly robust. and 8. a report that clearly lists all calls that were handled over a certain time period). the software should allow the user to notify callers automatically when there is a significant change in the call status. 7. 7. for company VIPs. the Help Desk staff should be the focus for coordinating changes in hardware and software to ensure a smooth transition for customers. such as e-mail. the software must meet three additional criteria: 6. Reports Top management needs tools for monitoring Help Desk activity and results. purchasing management. Users should be able to log calls from their PCs. With a full range of standard and custom reports. SLA Management A good Help Desk system provides customers with a clear understanding of how to use the Help Desk and what service they can expect. Change Management As the first to know about changes and their effects. paging. PDA devices and FAX services. management can achieve significant ROI (Return On Investment). 6. change management. These reports equip management with the information they need to move service and support from a reactive to a proactive role. Trend and cost analysis can also help streamline the Help Desk operation. The email should contain a link to the ticket which can launch the help desk client or preferably provide web browser access to the help desk ticket. 5. In this role. Help Desk staff can communicate information to customers regarding known problems. educational opportunities and methods of improving productivity. The Help Desk software should provide its own e-mail functions to pass calls regardless of what email client your technicians are using. especially when their job requires assessing the need for additional Help Desk resources. reviewing and assessing proposed changes before problems occur.

For example. peripherals. It should also be able to handle multi-level SLAs. You may end up paying severely in lost time and productivity as you outgrow the system. and inventory updating and control. both purchasing and asset management are integrated within the core system. provide measurement criteria. the purchasing functions should be closely integrated with the Help Desk asset database.one that can easily keep up as your organization grows and changes. When the only way to resolve a trouble ticket is to procure an item. often depending on whether you have internal or external agreements. key attributes of a successful SLA are: define products and services provided. and negotiate and accept cost of delivery. According to LaBounty at the Help Desk Institute. networks (any possible asset that can be added to the system). In addition. supplier management. The software should also help manage purchases through an orderly and wellmanaged purchasing workflow. with Visual Help Desk.accomplishing these goals. establish a manner in which they will be delivered. departments and individuals. where all aspects of the purchase process are automatically routed to the proper individuals for approval. Visual|Purchase Requisition is a workflow tool available with Visual|Help Desk and can be used to establish procedures for request tracking. your IT support team should be able to convert the help request into a purchase requisition. According to "The Help Desk Handbook" some companies report savings from 5% to 40%. service calls referring to third-party vendors should be managed to meet the user's expected response level. For example. one common mistake in selecting Help Desk software is to purchase a system that is too simple. typical response times. Help Desk software should provide the organization with a way to manage purchases based on real usage figures for hardware. The "Help Desk Handbook" points out that SLAs should include information on all assets. According to members of the Help Desk Institute. locations. software. as well as: Help Desk hours. The Help Desk software must be capable of handling SLAs and updating agreements as events occur. simply by establishing and managing service agreements. SLAs can be informal agreements or formal contracts. Implementing Your Help Desk: A Practical Guide Page 9 . Purchasing Management Finally. establish reporting criteria. typical times for average and maximum resolution. it is better to purchase an integrated system that is robust and feature rich . and problem escalation guidelines and procedures. In the long run. 8. establish quality standards to be achieved.

you will probably identify a few products that can meet your organization's needs. If you have selected the right vendor solution 95% of the desired functionality should be covered within the configuration controls. Instead. who will be successful. including a plan for interviewing/gathering information from key individuals. "then I would ask them to describe their implementation strategy for your company. database creation.Formalize Project Plan During this stage. it's the vendors who work to understand your specific situation. launches. pilot testing. and ongoing assessment and fine-tuning. In addition. identifying systems for handling and prioritizing calls. Consider these points: Is your vendor going to be there to help you assess your needs? Will your vendor help you identify the database information that must be captured and entered into the system? Will your vendor help you through every step of system implementation? Does your vendor have knowledgeable on-staff consultants available to support you and your customers? Does your vendor have a consistent industry track record so you know they will be around long enough to provide assistance even after the product is "out of the box"? The vendor you select must commit to being involved from the planning stages through installation. Usually it's the vendors who claim that the customers can do it all by themselves whose products become shelfware 40 to 50% of the time. The planning stage should involve: identifying and selecting project team members with a buy-off from management. the vendor should interview key individuals in your organization and gather the necessary information to configure the software to fit your needs." says LaBounty. "If a vendor tells you that their product is the answer to all your problems. deployment. assessing the organization's requirements. Implementing Your Help Desk: A Practical Guide Page 10 . and identifying SLAs/performance agreements." s or nd Ve e in ef D ts en m ire qu Re nd sa ct u od Pr ss se As e iz al m or F an Pl ct je o Pr e ar tw f em of af st St lS Sy al in st a st Te Tr In ad Lo a at D e m fin ra Re og d Pr t an lo y Pi lo n ep D Ru Product Selection System Goes Live Phase 3 . The decision then becomes one of selecting the right vendor. and assist in the implementation planning process. the vendor should review the software features and determine the steps necessary to move from planning to implementations.From among the many choices of Help Desk products on the market today. configuring the database and knowledge bases.

It also limits downtime and faulty support to the customer service organization itself. The Help Desk not only enables the group to provide their customers with better service. The Gartner Group estimates that a $50. Unenforced service warranties. At this stage the team should also consider staffing and call handling loads. The captured data can be entered. For example.000 in the first five years -.000 to $500. either manually or electronically. With an efficient Help Desk that accurately records and tracks assets. you can estimate call traffic and plan your staffing needs. Many of these costs are hidden -. etc.Once you've completed the planning stage. Lost business. Datawatch provides a jump start service that will populate Visual|Help Desk with: Open Tickets from your previous System On going synchronization with corporate employee data Implementing Your Help Desk: A Practical Guide Page 11 . This is the time to raise any issues or questions that may have been missed in pre-planning. the total costs of owning a PC is over $42. In addition. how long has it been in use. The Help Desk provides the edge in making intelligent decisions about assets. you should have a solid understanding of how the organization will use the software.000 PCs over $200. The Help Desk As A Strategic Asset How can an efficient Help Desk benefit a company? According to the Gartner Group.Install Software and Load Data Here's where the Help Desk database is populated. how it is configured. a leading computer industry consulting firm.000 annually Phase 4 . companies no longer have to buy more licenses than necessary just because they don't know how many they have. from other systems or records.000 investment in Help Desk automation can save a company with 2. the Help Desk can be the source of information on usage. The Help Desk keeps track of all this information. Service is the big differentiator. With accurate data. Here are some of the ways a Help Desk can control the hidden costs: Unused software licenses. how much it cost. complaints.most of it is in support -related costs. By using customer service models as a guide (based on existing support mechanisms). A good Help Desk is a repository for all the essential data about every computing asset in the company: where it is. they also have no idea if the service provider is actually living up to the SLA. Unaccounted assets. trends.everything from unused software licenses and unenforced service warranties to productivity losses resulting from computer or network downtime. Companies often don't realize when they are billed for services that they should receive under warranty. costs and more.

You can also add call variables including subjects. and the system itself learns about the organization as calls are logged and new statistics and data are added. you can further customize the software to add knowledge tools. report generation. Help Desk staff are trained on the following tasks: Create and Modify Help Requests Convert End User Requests or email into Request Create Quick Calls Find existing help requests using views and search Understand action buttons Re-assign and escalating tickets Update end-user information ts en m re i qu Re d an ts uc od Pr rs do en V n la tP ec oj Pr ad Lo a at D e am fin gr Re ro d tP an lo y Pi lo n ep D Ru e in ef D ss se As e iz al rm Fo e ar tw f em of af st St lS Sy n al st ai st Te Tr In Product Selection System Goes Live Implementing Your Help Desk: A Practical Guide Page 12 . making minor changes along the way to ensure that the system is working according to plan. escalation steps and resolution types. Help Desk customers learn how to get help. Keep in mind. while you get up and running quickly. the project team can be trained on maintenance routines. Once the software is running successfully. At this time. you should use a small sample of customers to test your environment. however. default allocation and assignments. you'll need to invest some time to take full advantage of all that the software can offer.Knowledge documents from internal or external resources Asset data from network discovery tools or manual tracking database As daunting as this might seem. you can use the test data to produce sample reports. Take some time to log and manage calls from these customers. At this point. and setup of standard reports. and call subject information. you are one step away from a live pilot test. Phase 6 .Train Staff Training usually occurs at three levels: Help Desk staff learn to use the system.Test the System For this phase. you don't have to complete all of these steps before your Help Desk is functional. Once the data is loaded. Phase 5 . The software product you choose should allow your Help Desk to begin assisting customers quickly. and priorities based on organizational policies and SLAs.

the system is ready for a pilot test.) The timeline presented in this white paper allows for a "reasonable period" to accomplish all the requirements for implementing a successful Help Desk. This is the time to make your final changes and adjustments. As the system users become experienced they develop new insights.Phase 7 .Run Pilot Program Once the Help Desk staff is trained. As long as your software has the ability to grow and evolve to meet your changing requirements. creating as many situations and call samples as necessary to exercise both the system and the staff. Datawatch's Visual|QSM and Visual|Help Desk are flexible and powerful Help Desk tools used by hundreds of organizations to support their internal and external customers. it will continue to provide tangible benefits to your organization. After one to two days of testing. They finetune reporting and analysis functions to ensure that management is receiving the necessary quantity and quality of information. Phase 8 . For more information call Datawatch at 800-445-3311 or in Europe at 44 (0) 1923 432 711 or go to datawatch. e in ef D ts en m ire qu Re nd sa ct u od Pr ss se As s or nd Ve e iz al m or F an Pl ct je o Pr e ar tw f em of af st St lS Sy n al st ai st Te Tr In ad Lo a at D e m fin ra Re og d Pr t an lo y Pi lo n ep D Ru Product Selection System Goes Live Implementing Your Help Desk: A Practical Guide Page 13 . the Help Desk should operate as close to "live" as possible. see the following: "Diary of A Help Desk Implementation". During this period. Datawatch is internationally recognized as experienced Help Desk software vendors. (See sidebar: The Help Desk As A Strategic Asset.com. the system should be ready to go live. For an example of how one large company was able to compress the entire implementation process effectively.Deploy and Refine One of the value-added features of a good Help Desk system and a long-term vendor partnership is system refinement.

in addition to help requests within the Huntersville. the overhead costs to provide these crucial services were unacceptably high. finance and information technology related services for virtually all business units within the company. NC facility only. we no longer need to operate a manned call center. to easily communicate with outside entities. We also selected Visual|HD’s optional Third Party Support (TPS) module. allowing Visual|HD to transmit call ticket data in XML. Typically. based in Huntersville. “Basically.” says Marcel Berkhout. “Visual|HD. The manned call center spent a lot of its time simply transferring people to the right department. responding to help requests was very resource-intensive. “That requires a solution that is completely web-enabled. not only for IT assistance. benefits or pension-related issues. Schlage locks. Technology Engagement Leader for Ingersoll-Rand’s GBS. $9 billion in annual sales. Thermo King refrigerated trucks and trailers. “The missing ingredient was a system to allow us to move to a solid self-service method to address our non-urgent service-related service needs. well-known brand names: Bobcat loaders. Meanwhile. we recently switched from our old help desk application and call center to Visual|Help Desk (Visual|HD).000 employees globally.” Marcel explains. “Each IngersollRand business unit has its own local help desk. but also for other needs. It soon became clear that Visual|HD would be highly effective to address the incoming calls from other business units as well. but our past help desk vendors simply did not have its web enabled capabilities working reliably or simply enough for our needs. “However. fielded by our manned call center. “Until recently. Implementing Your Help Desk: A Practical Guide Page 14 . to provide shared employee. the business unit will contact us for help. GBS provides employees in IngersollRand’s other business units with ‘level two’ help desk support. our previous help desk application was used simply to keep track of all open help desk tickets. Marcel envisioned that GBS would use Visual|HD for internal use within Ingersoll-Rand’s Huntersville. If a particular issue cannot be resolved at the business unit level. Between our expensive help desk application and our call center.Help Desk Case Study: Ingersoll-Rand Ingersoll-Rand is a diversified manufacturer with over 40. for help in resolving certain issues. truly shines as a completely web-enabled solution. and many more. NC.” Marcel adds. and a leadership position across numerous markets with trusted. Previously. we relied on an expensive help desk application and a classic manned call center to handle service requests. in contrast. with a very powerful web self-service module. that contact was in the form of a phone call or e-mail. NC facility itself. “Thanks to Visual|HD’s unique capabilities. The cost savings and business benefits since migrating to Visual|HD have been simply remarkable: Visual|HD has reduced our cost of routing a service request to only 1% of the cost of our old call center structure! WEB-ENABLED VISUAL|HD “ACCOMPLISHES MORE FOR LESS” Originally. It is up to Ingersoll-Rand’s Global Business Services Business unit (GBS). such as payroll. leading GBS to find a solution to improve service and cut unnecessary costs. such as vendors.

“Datawatch has delivered to Ingersoll-Rand a web-based solution in Visual|HD that goes beyond traditional help desk to include strong self-service ‘eSupport’ capabilities as well. or other intellectual property rights covering subject matter in this document. and/or other countries. Datawatch may have patents. “Visual|HD has saved us substantial time and money. stored in or introduced into a retrieval system. Suite 503. SUPERIOR FUNCTIONALITY EXPANDS TO OTHER BUSINESS UNITS The costs related to replacing Ingersoll-Rand’s GBS help desk application with Visual|HD was a “nobrainer” when considering cost. trademarks. VISUAL|HD’S LOW COST. or other intellectual property.com 1-800-445-3311 Implementing Your Help Desk: A Practical Guide Page 15 . no part of this document may be reproduced. “Approximately 65% of our support calls are now recorded using Visual|HD’s web-based self-service. Fax: 978-441-1114 www. recording.” Marcel says.” VISUAL|HD IS A HELP DESK AND ESUPPORT SOLUTION IN ONE Visual|HD has helped Ingersoll-Rand reap the benefits of web-enabled help desk and self-service. mechanical. the decision to run with Visual|HD was an easy one. MA 01854 Tel: 978-441-2200. or for any purpose.“As a result of Visual|HD’s complete web-enablement and its self-service and TPS modules. “Surprisingly.” Marcel concludes. trademarks. “We process over 70. patent applications. The names of actual companies and products mentioned are the trademarks of their respective owners. All rights reserved. the cost to acquire Visual|HD was less than our old help desk application’s annual maintenance fees! Between Visual|HD’s superior web-based self service capabilities and cost savings. We have had great success extending Visual|HD as a call center application. while extending our ability to respond more effectively to employee requests.” This document is the property of Datawatch Corporation.” says Marcel. Visual|HD’s software cost was a fraction of our initial investment in our old help desk application. and continues to increase.000 requests per year with Visual|HD. copyrights. or otherwise). Datawatch. copyrights. we have been able to use Visual|HD well beyond traditional help desk software tasks. Without limiting the rights under copyright.datawatch. photocopying.S.A. Except as expressly provided in any written license agreement from Datawatch. or transmitted in any form or by any means (electronic. the furnishing of this document does not give you any license to these patents. Visual|HD and Visual|QSM are either registered trademarks or trademarks of Datawatch Corporation in the U.” says Marcel. Lowell. “In fact. © 2005 Datawatch Corporation. Datawatch Corporation 175 Cabot Street. without the express written permission of Datawatch Corporation.

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