IT Companies

The current situation

The growing use of IT tools in companies operating in a range of fields has given rise to a demand for the servicing of these machines for company use. Technical assistance requests - managed by internal departments or by outsourcing companies - must be dealt with quickly and carefully. The aim of these centers is to solve problems as fast as possible and to reduce the number of calls, also by allowing end-users to act independently.

The requirements

To simply and directly create and integrate information about customers - including activities and the knowledge base - for helpdesk services.

Having a customer database that is continuously, dynamically and automatically updated, and being able to access all information through a single interface and at any time; creating the company knowledge base and keeping it dynamically updated, thereby reducing call times and escalations; and having an updated customer and company knowledge base to hand, meaning that operator training times can be reduced and, most importantly, an immediate and more effective helpdesk service can be provided.

To manage complex SLAs
Assigning each helpdesk service request a priority linked to a deadline date for intervention is a primary need within a Call center. In fact it is the only way to manage requests and simplify intervention procedures.

Asset management
The management of assets within a company is fundamental in order to be able to catalog, together with the solution's main details, information related to the guarantee, the costs and the suppliers, even using a hierarchical structure.
Moreover it is essential to be able to easily search within the information and get a complete result for each asset.

Reporting tools
Being able to supply clear invoices, in which the work done is directly associated to the cost, means adding value to your relationship with the customer. Being able to visualize, using graphs or tables, the activities and performances of individual operators inside the company, enables you to control the operators' production progress and to schedule delivery.

Email integration
Automatic email sending in order to keep the customer, the partner or the supplier updated regarding ongoing activity improves the service and reduces the volume of calls to the helpdesk, since the customer receives all the information he needs and can, therefore, send any enquiries by email, without having to use the phone.

The solution offered by PAT

At Pat our C.R.M. solutions offer everything you need to answer these needs effectively.

The Customer Relationship Management eService module (and/or the HelpdeskAdvanced standalone solution) supplies all the tools you need to improve your CRM service, while the eSales and eMarketing modules give you the facility to profile, manage and better understand your customers. With this knowledge you will be able to create and carry out highly effective marketing campaigns.

The benefits will be visible right away: complete integration of all communication channels with the client, more consistent Helpdesk services and the creation of new business opportunities.