Imagine how easy your life would be if you could report a burnt out light bulb at your staircase in a few seconds, if you could file a claim regarding your last mobile phone bill without having to wait 30 minutes for the line operator gripping a handset in your hand, or if you could make an appointment for a periodic maintenance by using a web browser. Such conveniences can increase your Customers satisfaction.

The functional extension for SAP Business One, known as Help Desk or On-line Service, provides an ability to directly submit comments, maintenance requests, claims, make appointments, perform warranty maintenance, make telephone contacts etc. The only required tools are a web browser and Internet access. You will no longer have to wait for the connection with a call center agent, call a network or building administrator or write e-mails without even knowing if anybody reads them.

Your Customers comfort

Help Desk or On-line Service is a simple tool facilitating your Customers contact with your company. In addition, the solution allows to solve a number of problems. Each Customer has their own account created. From any computer with the Internet access, a person can open a website and gain access to On-line Service after supplying login and password. Customers can be provided with a knowledgebase with answers to frequently asked questions, can be given access to documents of importance to them, and most importantly they can be given a possibility of quickly contacting your company. What is more, the application allows to track the request completion status and to send reminders to Customers by e-mail or via SMS.

Employees mobility

A company’s employees, similarly to Customers, can access On-line Service using a web browser. Thanks to this, from any place, e.g. during a meeting with Customer, they can access the system, consult their calendar, supplement information about Customer and rendered services.

Efficient request handling

On-line Service (HelpDesk) is fully integrated with SAP Business One ERP system. Thanks to it, high-quality request processing is possible. Employees will never miss any request, and required actions, such as making contact by phone, visiting Customer, issuing a document etc., can be performed by an employee or delegated to other employees. The system will in due time remind them about planned actions in any given way. It is worth noting that actions can also be presented in Microsoft Office Outlook calendar.

Detailed information contained within the system help superiors to check effectiveness of their department’s employees, track requests and analyze service time.

Controlling expenses and analyzing profitability

The system records used materials and services rendered during request handling and calculates the cost of request processing. Thanks to it, it is possible to invoice Customer for, e.g., services not covered by a warranty. Costs can be freely analyzed in terms of request or Customer allowing you to gain an insight into profitability in any given term.

Flexibility

On-line Service (HelpDesk) appearance can be easily altered similarly as the appearance of a website can be changed. Moreover, for various groups of Customers it is possible to define versions of the system including the language Customer uses.

On-line Service login dialogue adjusted to the needs of real estate sector Customer

On-line Service management panel adjusted to the needs of real estate sector Customer

A list of requests submitted by Customers - here tenants

On-line Service (HelpDesk) qualities

• available 24 hours a day, 7 days a week, from any place with the Internet access,
• the capability of submitting requests both by Customers and employees,
• the notification capability using e-mails, SMS, system messages,
• integration with SAP Business One.

Example sectors

• real estate management,
• telecommunication and IT services,
• automotive industry,
• power industry,
• banking, finance and insurance sectors.

Benefits of implementation

• shortening reaction time and request processing,
• increasing Customer satisfaction,
• reducing Customer service costs,
• Improving employee management,
• full picture of employees and Customers costs and profitability.

Example implementations

HelpDesk was chosen by Centrum Banku Śląskiego company belonging to ING Bank Śląski capital group, where HelpDesk was implemented to improve service rendered to Customers renting premises and to facilitate the work of building administration companies and building Manager.