Help Desk Software Module

Help Desk impacts customer service. Essentially, the Help Desk is a central point through which problems and issues are reported and and subsequently managed. From a wider perspective, it is also seen as core part of the service function, responsible for bringing together multiple resources to address an issue. Of course, Help desk users can be external or internal, making the function is critical in delivering the direct support required by your customers.

Customer satisfaction and operating margins are dramatically enhanced with the Seradex Help Desk module. Meeting SLA’s on a budget is critical. The Seradex Help Desk is a completely integrated system that operates in real time.

Open service calls can be accessed instantly by customer name, phone number or ticket number. Once the call is displayed, all relevant information pertaining to the issue is displayed. Any activity on the service order is time/date stamped and fully audited for management control.

Overall, the system is very easy to use. Staff may be manually assigned individually to service tickets or you can automate this! This software will maximize the use of your staff and increases the number of customers that can be serviced daily.

Automatic reminders alert Help Desk representatives when customer and follow-up goodwill calls are due. Representatives will know immediately when a customer's part has arrived, a service date has been set, or the order has been completed. The system ensures that all your customers receive the optimum service levels.

Help Desk Module - Our Solution

Automatically manage follow-up calls and scheduling
Quality assurance and analysis reporting by product, issue type, or technician
Customers can log issues and track issue status over the web
Link associated tickets
Attach electronic documents to the Service Ticket
Link a service ticket to a Bill To and/or Site
Create Work Flows by Incident Type
Search and attach a Service Ticket to a product and optionally a serial number
Create Service Contracts and associate a Service Ticket to a contract

Service Module Benefits

Streamlines the tracking and management of customer issues
Employees are held accountable for turnaround time and quality
Technicians will be able to view their workload and plan accordingly for optimum efficiency
Problem products, vendors or employees will be quickly identified
Centralized problem knowledge database for quick diagnosis
Escalation of outstanding problems based on exceeding time to resolve
Problem products, vendors or employees will be quickly identified
Full integration to accounts receivable, vendor receivables, accounts payable and general ledger

The Help Desk Module integrates to all of our supported accounting partners including ACCPAC, Great Plains, BusinessVision and QuickBooks.

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