PAT, frontrunning Italian company specializing in the design and production of e-CRM solutions, has announced the adoption of its HelpdeskAdvanced solution by Famula On-Line S.p.A., the IT company that forms part of the Hera Group, the management holding for utility services for a large part of the Emilia Romagna area.
Famula On-Line was founded in Bologna in 2001 as an integration of the Hera Group’s information systems structure with Engineering Ingegneria Informatica S.p.A., and manages the Hera Group’s entire information and IT system in the whole of its geographical reach and for all offices from Bologna to the Adriatic. The staff is currently made up of around 84 operators, who provide complex services such as the outsourcing of IT services, whether this be in terms of applications for specific problems or a full service for the complete management of hardware, basic software and workstations.
The management of IT systems offered by Famula On-Line also includes operative assistance, and it is for exactly this reason that after careful consideration the company has chosen PAT’s HelpDeskAdvanced solution, which has responded perfectly to requirements of ease of integration with other solutions, straightforward management, and accessibility through different modes (telephone and e-mail).
“HelpDeskAdvanced has proved to be the most suitable solution for our requirements, due to both the simple integration with our existing SAP systems and our need to understand the helpdesk service” explains Paola Pisoni, who is responsible for Famula On-Line’s helpdesk service. “The facility to request assistance using the telephone, the internet or e-mail has allowed our customers to be able to choose and make use of the most appropriate tool. Famula On-Line manages around 6000 assistance calls per month: with HelpdeskAdvanced, operators access the database and can use information that is always up-to-date, while users can monitor the status of their inquiry.”
“HelpdeskAdvanced’s ease of implementation and extreme adaptability, together with advanced technical features and the facility to access reports in order to monitor the efficiency of the service offered, have allowed Famula On-Line to improve the quality of their helpdesk, so much so that the company already has future plans to extend the use of our solution outside the Hera Group,” comments Patrizio Bof, PAT President.
PAT’s HelpdeskAdvanced allows companies to maximize the potential of their own customer base through the creation of a solid, lasting, personal and profitable relationship with each and every customer. Usable in 100% web-based mode, it allows users to have all information at their fingertips and to automatically create a knowledge base, as well as providing complete reports and analysis of helpdesk activity. HelpdeskAdvanced is a modular, flexible, scalable and instantly usable solution that offers a user-friendly interface and guarantees an immediate return on the investment made by allowing training costs to be reduced.