The solution that ServiTecno was looking for needed to be easy to integrate with other applications, easy to manage and accessible through a range of interfaces. HelpdeskAdvanced assures extremely fast response times for technical support requests and enables them to be monitored, thus guaranteeing a high level of service.

Our helpdesk service provides assistance throughout the territory managed in a timely and complete way, thanks to the many and personalized features of HelpdeskAdvanced. That's a solution that met our needs and we aim to use it in future, perhaps with new customizations to make the reference solution for our reality.

The staff at PAT have been ideal partners for their ability to understand and interpret our company, our needs and specific problems and consequently tailor their product to our unique situation. HelpdeskAdvanced offered all the features that met our final aim, both in terms of architecture and in terms of costs/benefits and implementation time.

The main advantage of HelpdeskAdvanced is its rapid implementation, made possible by the wealth of functions the application provides, combined with great ease of use, something immediately welcomed by staff starting to use the system. In addition, the tailoring developed by PAT to our specific requirements further evidenced the genuine quality of the solution.

Thanks to Pat’s HelpdeskAdvanced, integrated with H-care’s Intelligent IVR, we’ve improved communications with our Agents, becoming more rapid and effective in answering them. With this new platform we can define, in more accurate way, SLA (Service Level Agreement), increasing the grow of our Agents and industrial efficency.

For an organization as complex as the Feltre Area Health Authority, HelpdeskAdvanced was the only solution able to generate the features of simplicity we needed and adapt to the differing needs and environments in which we operate. The solution enabled us to reorganize our working procedures, with which we can now offer a more effective and punctual service.

HelpdeskAdvanced boasts a number of excellent features: it responds positively and completely to our needs and using it has enabled us to respond better to the problems presented by hospital staff and operators in the Faculty of Medicine. With HDA, lead times for the management of support requests have been reduced and the staff involved are able to provide a complete and rapid service.

This new organization enables technical staff to work in a more organized fashion, in real time, on service calls, putting them “in the right place at the right time”. We are aware that without the assistance of HelpdeskAdvanced, we would have lost control of the situation because the procedures and the number of users of our services is increasing every day.

Right from the start PAT’s solution allowed us to improve management, from initial support to effective delivery of solutions to problems with precise attribution of the ticket for each request, reliable tracking and a constantly updated history. With HelpdeskAdvanced we are now able to manage the situation of individual clients in the best possible way and we are seeing the positive results of this improved service.

InfiniteCRM is a solution that, also in first moments of contacts with Pat, proved to be very suitable for our needs. That solution has some LOB (Line of Business), that include all the features that our sales department and customer service needed.

The main issue was to manage assigned assets and deal with related problems.

HelpdeskAdvanced was by far the best solution for our needs.