Using one HelpDesk to manage 127 users and streamline client support
Information Technology
Prague, Czech Republic
Mid-market
For the Support Coordinator, the Helpdesk system is the "key tool for stable and long-term sustainable support". By having all data in one place and utilizing intuitive dashboards, the organization has simplified the complex task of managing multiple clients simultaneously.
Challenge
Managing support for a diverse client base required:
- A more structured approach to ensure no service level agreements (SLAs) were breached.
- Centralized way to coordinate 44 internal users and 83 external users while maintaining a high level of transparency and efficiency.
Solution
The team implemented a comprehensive Easy8 Helpdesk system designed to centralize all support-related activities. The primary goal was to move away from operative, manual handling of individual requests and toward a strategic, centralized management model.
Key features used:
- Centralized ticket management: All customer inquiries, updates, and communication history are stored in one place.
- Custom dashboards: A specialized "Support Coordinator" dashboard was created to track key performance indicators (KPIs) in real-time.
- SLA & due date tracking: Automated monitoring of response times and deadlines to ensure contractual compliance.
- Resource management: Tools to visualize the workload of individual team members for better capacity planning.
- Automated notifications: E-mail alerts are triggered whenever a ticket is updated, keeping clients informed.
Results
Improved oversight and proactive management
The system allows the Support Coordinator to identify potential bottlenecks before they escalate. By monitoring the dashboard, management can immediately see if there is an influx of unassigned tickets or if "due dates" are approaching, allowing them to reassign resources or alert consultants in time.
Enhanced team collaboration
Collaboration has become more fluid through the use of internal notes and shared ticket histories. Team members can hand off tasks to one another without losing context, as every participant has a clear overview of the ticket status and priority.
Data-driven planning and reporting
The ability to filter and export data has transformed how the company handles administration:
- Capacity planning: Resource Management data allows for the effective planning of staff time based on actual utilization.
- Client transparency: Monthly or quarterly reports are exported to show clients exactly how much support time they have consumed.
- Work logs: Centralized control over time reports ensures accurate billing and productivity tracking.
Client trust and service quality
The implementation has significantly boosted client confidence. Clients now have access to a portal where they can create tickets and track progress independently. The combination of the portal and automated notifications ensures the client is never left without an update.
