FUSION HelpDesk - Online Support Management
HelpDESK ensures that every customer issue is recorded, tracked and resolved as soon as possible. It also allows project managers, account managers and senior management to be confident that their customers are receiving appropriate levels of support from the organisation, in a timely manner.

 

Today, the HelpDESK, function in every company plays an ever-increasing role. As a significant contributor to company revenue and customer satisfaction it is imperative that enterprises big and small adopt leading solutions such as FUSION for delivery of high quality HelpDESK services.

HelpDesk ensures that every customer issue is recorded, tracked and resolved as soon as possible. It also allows project managers, account managers and senior management to be confident that their customers are receiving appropriate levels of support from the organisation, in a timely manner. HelpDESK also supports company wide compliance strategies by providing a detailed audit trail on all support activities both internal and external.

Comprehensive HelpDesk Solution

Whether you support internal staff, external customers or both, FUSION provides you with a top-quality HelpDESK solution, including:
  • Flexible HelpDESK system configured to your individual needs and workflow.
  • Your support customers can submit their request 24x7 via the intuitive web interface. There are no restrictions on the location of your clients, provided they have an Internet connection and browser.
  • Primary stakeholders for each support call are kept informed of all progress. They can review the call details at any time from any location. For critical issues this list can be temporarily extended to include other members of staff or senior management.
  • The fuzzy search utility can be used to find similar issues that occurred in the past along with the all-important associated solution. This means that recurring problems can be quickly resolved, new support staff can get up to speed more quickly and management can ensure that issues, which are recurring needlessly, can be isolated and avoided in future.
  • Compliance needs are met by the comprehensive audit history, which is maintained on each incident.
  • HelpDESK includes a set of management reports as standard. Custom reports can be added at any time.
  • Round the clock customer service can be achieved by seamlessly handing off incidents to support personnel in another time zone at the end of day – thus ensuring your customer issues are resolved as soon as possible in line with demanding SLAs.