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Saving time on the helpdesk with technology

As a Managed Service provider, you can imagine we are always on the lookout for efficiencies, a percent here and there eventually amounts to a real change.

Over the past few weeks, I have been paying attention to the kinds of calls we were actually getting to our Helpdesk. There are the usual queries, the follow ups etc.

But, have you ever stopped to see how many messages are being passed around? “Pam, Peter just called for you,” or “Tom, Jake is waiting onsite for a call back.” You will be staggered I promise you, it’s way more time than it seems on the surface.

After walking the gemba and speaking with the support team, we came up with a solution of which we are thrilled to announce…

CASE ID to ENGINEER CALL ROUTING

We have decided the celebrate the trust and accountability we place in our people, to faster facilitate our clients getting through to the person they need to.

HOW IT WORKS:

CALL COMES IN > DIAL 1 FOR SUPPORT AND HOLD TO OPEN A NEW CASE

CALL COMES IN > DIAL 1 FOR SUPPORT AND DIAL YOUR CASE ID > YOU ARE ROUTED DIRECTLY TO THE ENGINEER

Such a simple thing, we hope will save us countless messages being passed around the office. Why not give it a try the next time you call us!

If you think you could benefit from something like this, or any kind of integration with your telephone system,  speak to your VITD or NetAdmin, you’d be amazed what we can do.