News sul CRM e helpdesk

PAT COMPLETES THE ACQUISITION OF H-CARE AND GIVES NEW IMPETUS TO THE GROUP'S GROWTH

2010-03-20T00:00:00Z

Already in possession from June 2009 of a majority of H-care, Pat now becomes the only owner of the assets of the company, to further strengthen the synergy between the solutions of both companies. Expected development plans abroad.

Montebelluna - PAT, the Italian company specialized in designing and implementing solutions for CRM and helpdesk, has completed the acquisition of H-care Srl, leader in the develop of innovative solutions for the self-service customer care, of which Pat had already acquired the majority holding in June 2009.
With the end of the acquisition process, Patrizio Bof President and CEO of Pat, now holds also the posts of President and CEO of H-care, in order to strengthen the integration of the two companies.

In this way, Pat and H-care may further increase the synergy existing between the solutions of the two companies: the Pat application suites HelpdeskAdvanced and InfiniteCRM, recognized by the Italian and international companies as reference solutions for deployment of advanced projects of CRM and Customer Service", and the H-care's multi-channel customer care solutions.

Pat acquires 52% of H-care

2009-06-14T00:00:00Z

The goal is boosting business growth and technology developments!

PAT announces new shareholding structure: acquires majority share of H-care (www.h-care.eu), leader in developer
of user-friendly platforms for multimodal, multi-channel, self-service and customer care.
Comdata Group, that before got the majority, keeps its presence as an investor in H-care, and as industrial partner for business process outsourcing leveraging on H-care's technology.

H-care, founded in 2005, is one of initiatives started in H-Farm, Italy's leading research and innovation center in technology and design, founded by a team that pioneered developing and marketing Internet-based technology solutions. H-care develops the Human Digital Assistant platform, that solves the challenge of making online customer interaction and self-service a human-like customer experience.

Becoming major shareholder, PAT has the goal to boost business growth and business plan, in particular the goal is a new offer of innovative and integrated products and services.
Both the application suites of Pat (InfiniteCRM® and HelpdeskAdvanced®) will be integrated with the H-care technology, guaranting a new and more affordable offer.

PAT presents BDA2008. The new release of the interactive tool for the analysis of company data using geographical representation.

2008-01-01T00:00:00Z

PAT has announced the immediate availability of BDA2008 (Business Data Analyzer), the new release of the software which analyzes company business in a clear and intuitive way using geographical maps.

BDA2008 perfectly complements the CRM or ERP solutions, to assist key staff in marketing, sales, customer service and logistics departments to correctly interpret the results obtained and make quick decisions about what action to take. BDA2008 is state-of-the-art technology and offers the possibility to import data coming from other systems by the use of webservices technology, ensuring information is constantly updated and providing companies with crucial support for their most important decision-making needs.

Information is constantly updated using an agreement with Microsoft and by means of the MapPoint technology. BDA2008 includes maps for all current European member states as well as a vast array of statistical information (population density, qualifications etc.). The new release is faster than the previous version, is more intuitive and area definition is dynamic. Being fully interactive, it substitutes the application interface, thus enabling data to be interpreted easily.

BDA2008 can:
- Generate lists based on geographical location and user-defined criteria
- Carry out multiple tasks on seleted points
- Export data, import lists, printouts and reports,
- Offers both online and offline functionality

BDA2008 is the indespensible tool for sales and marketing departments because it enables precise analysis of the trends relating to a particular product in a chosen area or the sales of a particular agent, to coordinate technical staff and so reduce the number of requests for support received by the customer services department. With BDA2008, the logistics department can get a graphical snapshot of the current situation of orders and organize movements better.

Since the system is completely integrated with our InfiniteCRM (iCRM) and HelpdeskAdvanced software solutions, the bidirectional intraction and representation of the data contained in them is instant. BDA2008 is available for local setups and connection through webservices; alternatively it offers the possibility to import the required information from other databases quickly and easily.

HelpdeskAdvanced 6.5 for outstanding client service. The latest version of HDA is now available.

2007-06-01T00:00:00Z

The new version of our flagship professional solution is dedicated to companies of all sizes which need to provide helpdesk, support services and customer care to add value to their clients and create a more personal, solid, long-lasting and beneficial relationship.

Our 15 years' experience in the design and development of eCRM solutions make our HDA one of the industry's leading solutions for customer care. Available in three versions for large, medium and small companies and 100% web-based if required, the new version of HelpdeskAdvanced 6.5 can be used using a normal internet browser and integrated with email, and portable and mobile devices.

Our Helpdesk solutions incorporate management tools for personalized Service Level Agreement (SLA) based on differing company needs. Every request for assistance can be assigned a priority level and a series of specific actions which enable escalation of the request as advised by an operator and/or team member, automatically monitoring the necessary activity. In addition, the system offers the possibility to manage notification and warning messages in different forms, bi-directionally, via email, text message (SMS) and Wap.

The new functionality of HelpdeskAdvanced 6.5:

IWebPRO: enables easy access by support staff via the web, using a Microsoft browser, and the complete management of activities and requests (tickets). This module guarantees therefore the availability of information, support requests and their management simply by connecting to the internet, enabling technical staff or other operators to manage problems remotely.

More powerful iWeb: the portal dedicated to supporting users and/or clients represents more and more the mainstay of a solid web-based self-service strategy and the provision of 24/7 service, guaranteeing a dramatic reduction in time for the management of requests for information and support while offering services for the automatic resolution of preblems without needing to open an ticket. In addition, it offers an easily personalizable interface for the system administration.

Integration with PowerFinder: this is the solution's search engine" for searching and indexing documents, information, records and tickets archived in the HDA system and company network.

Fully personalized dashboards can be created: it's possible to create personalized graphs in order to analyze the fundamental parameters of the assistance service, such as, for example, the movement of tickets, resources etc.

Support of new languages: today HDA 6.5 supports Italian, English, Spanish, German, French, Polish and Russian.

Strengthening of the supervision interface: this new interface functionality enables the monitoring of up to 20 Key Performance Indicators (KPI) and can be completely personalized by the user, thus providing really effective service proactiveness and the constant monitoring of what is happening in terms of customer satisfaction and critical situations.

ITIL support: Improved ITIL-compliant functionality has been introduced as well as the ITIL dictionary, made available with the aim of enabling this standard to be incorporated more easily. Our HelpdeskAdvanced Professional solution, which is listed as fully ITIL Compliant, has already been adopted by a number of Italian and international organizations which have decided to comply with this standard.

Self-service customer support through the web with iWeb.net from PAT

2006-07-18T00:00:00Z

Completely integrated with HelpdeskAdvanced, the new customer support portal introduces innovative functionalities, accessible using any web browser.

Guaranteeing a service 24 hours a day, 365 days a year, without additional costs. To turn this dream into a reality, PAT, leading Italian company specializing in the design and production of e-CRM solutions, has developed iWeb.net, a new advanced portal dedicated to customer care/service. iWeb.net can be completely configured and personalized a solution designed to fully respond to the demands of all those companies that use PAT's HelpdeskAdvanced platform, and which offers system users the facility to access a personalized environment based on their own specific requirements in terms of information and support.
Using a portal approach, iWeb natively offers web-self-service features, and makes various functionalities available to users based on individual business functions. Thanks to a dedicated management console, the user can add new modules, customize the graphic environment, and produce statistics on various users' access and use, so monitoring the tool's effectiveness and impact.
Customers who decide to use iWeb will receive access parameters on request, using which they will also be able to directly download HelpDeskAdvanced version 6.0.
Thanks to the use of Microsoft .net technology, iWeb.net guarantees high scalability, reliability and performance, and is designed to be completely integrated with HelpdeskAdvanced, without any need for reconfiguration or re-entering of data, so making the most of the support logic and capabilities that the company has set up and used previously. Even those users who already have the HDA web module can use iWeb's functionalities. IWeb.net is available for the SBE, Standard and Professional editions of HDA, and works in a Windows 2000/Windows 2003 operating environment.
Efficiency is a fundamental prerogative for excellent customer support:
iWeb.net offers customers a simple and intuitive approach, support 24/7 without the need for the physical presence of a remote operator, interactive dialogue with other users through a specifically-themed discussion forum, access to an FAQ area, and searches through integration with the Powerquery® search engine. If customers then need online support and to directly contact the company's support service, they can interact through WebSupport by using the chat, file transfer and remote control functionalities, among others.
Offering better services doesn't necessarily mean increasing business costs. IWeb.net signals a new performance benchmark for all those companies that need to offer remote support services and require a reduction in support costs" underlines Patrizio Bof, Sole Director of PAT. Through the use of a simple web browser, you can guarantee not only typical helpdesk functionalities, but also new functions that allow users and customers to carry out real web-self-service activity. All things considered, offering better services reduces support costs".

IWeb.net: Modules and Functionalities

Ticket: opening, reminders management and monitoring of tasks undertaken by the support center
Forum: facility to manage public forums relating to problems or the sharing of information with other service users
FAQ: this function allows the inclusion of Frequently Asked Questions, managed by the system administrator, which give users access to information, cases and types of problems that have already been resolved
Web Self Service: thanks to Powerhelpdesk® technology, the integrated search engine within HDA can be used to dynamically search for and check any solutions that have already been entered into the problems/solutions database; if no solutions exist that can provide suitable answers, a support ticket can be automatically opened
News: dynamic news items can be entered and managed, and will appear according to the type of user accessing the information and support service. In this way users will always be informed.
Link: this module allows you to dynamically manage links to sites or solutions present on websites or in other places.
Download Area: makes files in any format available to IWeb users, so creating a simple and effective catalog that is shared with all users.

LANDesk Software and PAT: united in Helpdesk and System Management solutions.

2006-07-18T00:00:00Z

The two companies offer an integrated solution for the company helpdesk PAT, frontrunning Italian company specializing in the design and production of e-CRM solutions, and LANDesk Software®, leading provider of solutions for desktop, server and mobile device management and security, announce a partnership agreement for the Italian market.

From today, the solutions PAT HelpdeskAdvanced and LANDesk Management Suite can be managed as a single solution, thanks to a module developed by PAT to integrate the two products. Helpdesk operators that use HelpdeskAdvanced will be able to resolve users´ problems right from the first call, thanks to the remote problem solving tools included within LANDesk Management Suite.

This integrated approach reduces management costs, increases personnel efficiency and reduces user inactivity times. "We are especially satisfied with this partnership, which is of notable interest to our clients. Associating a recognized Desktop Management solution, such as that offered by LANDesk Software, with PAT´s HelpdeskAdvanced solution essentially means introducing a single platform to fully satisfy customer requirements", emphasizes Patrizio Bof, Sole Director of PAT.

The integration module allows the LANDesk Management Suite and PAT HelpdeskAdvanced databases to communicate with each other. In this way, the assets listed in the LANDesk Management Suite inventory can be uniquely linked to the individuals that are using them. Once the link between asset and user has been created, HelpdeskAdvanced will directly and automatically access the data gathered by LANDesk Management Suite, so keeping the inventory updated in real time.

In addition this solution allows the integration of data from the inventory with further information connected to the asset, such as the warranty expiry date or information on providers or maintenance contracts. Furthermore, helpdesk operators can record a call (open a ticket) in HelpdeskAdvanced, with all the details relating to the subject of the call itself, while at the same time viewing the hardware and software inventory data originating from LANDesk Management Suite. Where necessary, a remote control connection can be established in order to solve problems relating to systems and/or training. Operator-customer communications can also be supported by a contextual chat, again using the HelpdeskAdvanced console.

"The integration between HelpdeskAdvanced and LANDesk Management Suite responds to a real client demand: to be able to freely choose the best solutions in each sector, but to then have these solutions communicate with each other and work together", states Pietro Calderara, LANDesk Software Regional Manager for Italy and the Middle East. "PAT and LANDesk Software produce complementary solutions aimed at the same market. For this reason I am convinced that our partnership will bear great fruits. In addition, this agreement underlines our commitment to targeting Italy with specific initiatives and alliances for this market".

HelpdeskAdvanced - with version 6.0 now available offering numerous new analysis, workflow and change management functions - allows companies to maximize the potential of their own client base through the creation of a solid, lasting, personal and profitable relationship with each individual customer. Usable in 100% web-based mode, it allows you to keep all information at your fingertips, to automatically create a knowledge base, and to produce complete reports and analysis of helpdesk activity. HelpdeskAdvanced is a modular, flexible, scalable solution that can be used instantly and which offers a user-friendly interface and guarantees an immediate return on the investment made, by allowing you to reduce training costs.

LANDesk Software is the leading provider of software for the computerized management of the desktop and integrated devices, focusing on the development of complete and usable solutions for its own clients. LANDesk Software has its headquarters in Salt Lake City, Utah, USA and offices in America, Europe and Asia. For further information on LANDesk Software, the corporate site can be found at www.landesk.it, www.landesk.com

PAT launches eSupport: the helpdesk solution that grows with the user's needs

2006-07-18T00:00:00Z

It´s called eSupport, it´s the professional helpdesk software solution that responds to the main requirements of a customer service department, and it can be installed at the user´s offices. For just 2 a day - the equivalent of a coffee and a newspaper - users can take advantage of this innovative helpdesk and customer service solution, the result of the wealth of experience accumulated by PAT, the Italian standard-bearing company in the helpdesk and customer care markets.

"We have broken down all the barriers to improving customer service" states Patrizio Bof, PAT President. "With eSupport, there is no longer any reason why all those companies that need to improve their own customer service cannot be provided with a solution that fully responds to initial assistance requests".

Easy to instal and straightforward to use, eSupport by PAT doesn´t require high investments in product infrastructure. It is available in two versions, GOLD and PREMIUM, which differ in terms of the functionalities designed for those who have to support software applications and hardware or other components.

eSupport: Functionalities
The basic functionalities offered by eSupport include the complete management of support requests with monitoring and tracing of information, personalization of the applicative interface, and management of tasks and of the operators involved in handling support requests.
The program includes a powerful and effective knowledge base engine for the creation and maintenance of a constantly updated database of problems and solutions, allowing the company to provide effective responses right from the first call. As well as complete ticket management, the PREMIUM version allows effective asset management, with hardware components and installed software as well as easy and immediate access via web for the operator.
Thanks to the simplified web interface, eSupport can be easily used by all the users who would like to directly interact via web with their own support center. In addition, through the web module included within both the GOLD and PREMIUM versions, users of the company´s support service can instantly access infomation relating to their support requests, as well as independently submitting new problems, so guaranteeing a service that is active 24 hours a day.
eSupport works on personal computers that have at least 512 MB of RAM and a Windows 2000 or 2003, Windows 2000 Professional, or Windows XP Professional operating system. It uses Microsoft Data Engine (MSDE), a database based on Microsoft SQL SERVER technology that supports databases up to 2GB in size. MSDE is distributed without license costs and guarantees full compatibility for future migrations to SQL Server. Through HelpdeskAdvanced´s technology, the data contained within your database can be upgraded to the Standard and Professional editions, guaranteeing the investment made and an increase in the use of the tool.

Simple and immediate
The eSupport solution has been designed for straightforward and immediate use; in fact, through a simplified menu and numerous help functions including a video course, the user can quickly familiarize himself with the product without the need for time-consuming training activity.
If, however, the company would like support at its own offices, PAT is naturally available to provide it through its own network of certified partners. eSupport is available exclusively as a subscription service, with a license renewable every 12/25/36 months through a network of certified partners and some strategic partners.
The solution includes support for the given license period and the release of one upgrade version of the product each year.

Padua's Hospital Corporation chooses PAT's HelpdeskAdvanced to improve its own helpdesk

2006-07-18T00:00:00Z

Pat, frontrunning Italian company specializing in the design and production of e-CRM solutions, has been chosen by the Hospital Corporation of Padua - one of the main hospital conglomerates in the country, which collaborates with hospital structures all over the world and is partnered with the University of Padua - in order to guarantee a higher level of internal helpdesk and support services.

Padua Hospital Corporation needed a modern, flexible and easily-implemented tool which was able to guarantee the structure redundancy and security. Another need was that of raising the level of helpdesk service, to allow efficiency whenever an action had to be assigned to each assistance request, and to manage a complex information system so as to reduce intervention times and periods when machines are out of order.
After a careful evaluation of the software solutions available on the market, Padua Hospital Corporation has chosen PAT's HelpdeskAdvanced solution to meet its technological and functional requirements, taking advantage of the best price/performance ratio, integration with LANDesk's desktop management solution, and the facility for operators to use the platform itself over the web.
PAT's HelpdeskAdvanced was found to be an extremely versatile solution, capable of growing with the company's changing demands, thanks to the possibility to quickly integrate new business tools without any particular costs.

HelpdeskAdvanced's straightforward use and easy implementation," explains Paolo De Nardi, who is responsible for the technological structure of the Information Technology department, has allowed us to be operative in a brief space of time; just a few days were needed to install and configure the platform and train operators. The flexibility of the solution allowed the ad-hoc creation of data tables for the specific requirements a health company."

The users of Padua Hospital Corporation's helpdesk service are not limited to employees of the hospital service, but also other organizations from the Padua area; among those using the helpdesk service are the operators of the Faculty of Medicine of the University of Padua, and employees of the veterinary service from the whole of the Padua Health Authority, for problems relating to IT or telephones.
Our HelpdeskAdvanced solution," explains Patrizio Bof, President of PAT, allows even complex organizations which need a higher level of internal helpdesk and support services, such as the Padua Hospital Corporation, to easily implement a personalized solution that is able to respond to different demands in short periods of time."

PAT HelpdeskAdvanced
HelpdeskAdvanced - with version 6.0 now available offering numerous new analysis, workflow and change management functions - allows companies to maximize the potential of their own client base through the creation of a solid, lasting, personal and profitable relationship with each individual customer. Usable in 100% web-based mode, it allows you to keep all information at your fingertips, to automatically create a knowledge base, and to produce complete reports and analysis of helpdesk activity. HelpdeskAdvanced is a modular, flexible, scalable solution that can be used instantly and which offers a user-friendly interface and guarantees an immediate return on the investment made, by allowing you to reduce training costs.

Famula On-Line chooses PAT for its helpdesk service

2006-07-18T00:00:00Z

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.

Pellegrini spa chooses InfiniteCRM

2006-07-14T00:00:00Z

The company Pellegrini Spa, one of the most important presences in the IT and office automation fields in the Triveneto area, has the mission of providing integrated solutions, offering customers state-of-the-art hardware and software solutions such as office automation, relating to multiple company departments.

Their massive presence in the area, coupled with the need to expand, and at the same time reinforce, their own offer, convinced Pellegrini Spa of the benefits of adopting a CRM solution. After a careful search the company has decided to adopt PAT's InfiniteCRM technology to improve and rationalize the management of their sales structure on a national level.

There were two main requirements: on one hand to provide the sales force with a single work tool, and on the other to bring together in one place all the functionalities and applications present in the company, placing them at the sales force's service and making them available and usable immediately and organically.

Thanks to the benefits derived from InfiniteCRM's ease of integration and functional openness, along with the company's technological expertise, the project has been launched and made operational in just two weeks from installation at the head office in Mestre. In addition, just 30 days after the actual start of the project, the client has already been able to detect and confirm a return on the investment made, more organic and organized activity on the part of the sales force, and an enrichment in the information held on each customer, on top of the immediate benefit of having access to a single database where every detail on a customer can be found, rather than having to navigate among different applications.