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Make Your Help Desk Run. Better.
In today's competitive environment, running your Help Desk using the industry's best practices isn't just a good idea, it's a matter of survival. Why? Because it's harder than ever to acquire new customers and easier than ever for your existing clients to go somewhere else.
When you embrace the best practices used by today's most successful service companies, you're tipping over the first domino in a long chain of good things: retaining existing clients, building long-term relationships, teeing up repeat business, and priming the pump for referrals from satisfied customers.
Choosing and using Autotask is the critical first step. It gives you the tools to streamline your service delivery. But here's the catch: Autotask is only as good as the processes it automates. If your basic Help Desk practices aren't up to snuff, Autotask can speed the process, but it can't overcome fundamental problems built in to your current workflow.
That's where Autotask's Help Desk Best Practices consulting service comes in. We can identify the kinks in your processes and straighten them out, so everything runs more smoothly, efficiently, and profitably.
Take the Help Desk Quick Check-Up
Sometimes we're so busy doing the work we don't take the time to stop and make sure that we're doing the best jobs we can. Is your Help Desk process in need of an overhaul? For starters, take a few seconds to ask yourself the following four questions:
- Do you know if your customers are happy with your response time?
- Do you know how your support costs are allocated across products?
- Do you know where you are making or losing money on support?
- Do you know the key indicator that signals you need to hire more techs?
If you can't answer each of these questions with a definitive "Yes," you'll benefit handsomely from our Help Desk Best Practices consulting service.
What Help Desk Best Practices Can Do For Your Business
- Improve your efficiency. Cut confusion, conflict, and wasted time to the bone while delivering more effective service.
- Increase ROI. Get more out of the dollars you have invested in staff, training, and equipment and keep better track of your profitability.
- Improve customer satisfaction and customer retention. Meet or exceed customer expectations and slash the time spent apologizing or playing catch-up.
- Increase the payback you get from using Autotask. Leverage Autotask to work harder for you, so you can work smarter.
- Help you manage staff better. Put the right people in the right place at the right time.
- Stop the pain. Spend less time fighting fires and more time growing the business.
Here's How We Do It
- Step One - Autotask's Professional Services Staff conducts an exhaustive in-take session with your key help desk personnel, in which we examine the types and quantities of tickets and issues flowing through your organization and what paths they take. We examine each path in detail, from beginning to end.
- Step Two - We map, in detail, your existing help desk process. We flag areas where problems, disconnects, or inconsistencies occur. We identify gaps and holes in the process where solutions are needed.
- Step Three - After reviewing your existing process map with you, we suggest the solutions that are needed to prevent problems, close the gaps, and stop the disconnects. We provide a revised map that shows how you need to change your business processes, including who, where, what, when and how. We also show you what to do inside Autotask to support the changes in your business process, and we make the changes for you.
- Step Four - As an option, Autotask's Professional Service Group can train your staff - through documents, on-line or on-site - in the correct Help Desk practices for your business.
How Best Practices Will Transform Your Help Desk
If you take the information provided by Autotask's Help Desk Best Practices Consulting Service to heart and rigorously and consistently apply the Best Practices, you can expect the following outcomes:
- You'll know what your response time is, whether customers are happy, and whether you are operating within SLAs.
- You'll know if you have the right number of staff and be able to predict when you need to hire more support.
- You'll be able to manage remote staff more effectively, and you'll have better scalability and flexibility in staffing.
- You'll know what support is costing you.
- You will dispatch and schedule more effectively.
- You'll know how to prioritize issues so that you get to the important ones first.
- You will have implemented proper escalation rules that contribute to the long-term health of your business.
- You'll be able to categorize issues so that you know where costs are higher, where you need more self-service support, where there are staffing holes, and where there are training issues.
Call Today For Your Free Initial Consultation
In today's hyper competitive world, service and price are your best differentiators. Let Autotask help you find ways to run your help desk at lower cost and higher customer satisfaction. To learn more about improving your help desk operations, contact Sarah Kearney, Professional Services Coordinator at 518-720-3500, ext. 1318, or your Autotask Sales Executive or Account Manager. Let us make your business run. Better.
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