Ensure customer issues are resolved quickly. Track support contract profitability. Prove your value.
If tickets take too long to resolve, if they aren’t escalating properly, if customers aren’t getting updates in a timely manner, then your business will struggle to retain clients.
Promys PSA Help Desk ensures your customers are happy and your technicians are cyborg-like efficient & effective
- Automated e-mail alerts notify clients, managers and techs when a new ticket has been created, updated or closed
- User-defined color coding and escalations leverage support contract type (gold, silver, bronze) or customer specific service levels
- Technicians see type of support contract, service level and equipment/software/subscriptions covered by the contract, right in the ticket
- Managed Service/Support contract profitability is tracked in real-time
- Service ticket invoices include “back-up sheets” detailing services provided along with proof of value reporting
- Portal allows customers to see the status of existing tickets, or create new tickets, equipment under support contract, exchange documents, or approve quotes on-line.
How do you offer proof of value to your customers and learn from your help desk analytics?
Promys Help Desk not only tracks individual tickets to their resolution, its reporting analytics can confirm the average respond and resolve time by customer, ticket type, priority, or resource and allow you to cycle those lessons learned back into your business.