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 Help Desk ensures your customers are happy and your technicians are cyborg-like efficient & productive
- E-mail alerts notify tech’s, managers and can update clients when a new ticket has been created, updated or closed
- User-defined color coding and escalations visually indicate if a ticket is in the Green, Yellow or Red depending of the priority or customer specific service levels
- Technicians can see if the customer or specific equipment/software/subscriptions are covered by support contract and the service level right in the ticket
- Support Contract and Managed Services profitability is tracked in real-time
- Service ticket invoices can 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.
Promys also shares Help Desk best practices as part of our 20 Step “easy way” Implementation Guide.
Promys cloud based CRM, Help Desk, Project Management PSA Software…, one of the best reviewed business software solutions for IT/MSP, Physical Security, or Audio Visual Technology Solution Providers
Check out our video or get the PSA comparison guide to buying the right CRM, Help Desk, Project Management PSA software for your business.