VersaSRS Helpdesk: Benefits

Benefits for your Technicians

  • Technicians are emailed when a new call has been added to the help desk, &/or when assigned to them.
  • Incoming calls via email, or manually logged calls, can be automatically assigned to a System Operator.
  • Priorities, which drive due dates, can be set to reflect your needs.
  • Technicians can quickly and easily log a call using Pre-defined Call Templates.
  • Technicians can quickly and easily attach Custom Created Forms to a call, to capture additional business related information.
  • Technicians can quickly and easily create Tasks/Work Orders against a call using pre-defined Templates.
  • Full audit log capabilities, ensuring that every change, update or task against a call is logged.
  • Calls can easily be re-assigned to different Technicians throughout the workflow of the call.
  • Calls can be searched and reported against quickly and easily.
  • Closing or modifying a call can launch an email update to the customer automatically, informing them of the change.
  • Calls that are closed are Date, Time and System Operator stamped for audit history recording and reporting.
  • All correspondence between Technicians and customers is easily viewed allowing all Technicians across your company to view the workflow of the call.
  • Call History view allows for full viewing of the complete call details in one concise view.
  • Call solutions can easily be converted to Knowledge Base articles.
  • Searchable Knowledge Base tool allowing Technicians to draw from a library of authored articles, FAQ's or common answers to issues, which can then be directly pasted into email correspondence to the customer or recorded against the call.
  • Calls are listed and displayed visually using colors to allow Technicians the ability to see which calls are approaching due dates.
  • Technicians can log into the system from anywhere in the world through the web browser.
  • Ability to apply Keys/Categories to calls for easy call logging and to help narrow down the problem.
  • "MY Calls" view allows Technicians to view calls that they are responsible for.
  • Time Worked & Billing tracking recordable against each call, allowing for reporting and invoicing customers as required.
  • Technicians can use a PDA or Smartphone to log & manage calls
Benefits for your Company
  • Single Centralized Repository for all your Help Desk and Customer information, all in one place - keeping your business organized.
  • Don't have a Document Management System? - VersaSRS HelpDesk includes a DMS out-of-the-box.
  • versaSRS HelpDesk will increase your level of customer support and therefore customer satisfaction.
  • versaSRS HelpDesk contains all the abilities and modules you would expect of an Enterprise Level Solution, without the Huge Price Tag.
  • versaSRS HelpDesk has fantastic ROI, meaning that it will pay for itself in no time as you will be keeping your customers happy, and you'll gain more customers.
  • Allows you to hire remote technicians as they do not need to be onsite and call log in from anywhere in the world.
  • Completely automates a majority of the email process, allowing your Technicians the time to actually resolve problems quicker and more efficiently.
  • Greatly reduces unnecessary incoming calls - your customers will have the tools to help them self-serve and find their answers using the Client Access Portal.
  • Effectively report on all outcomes of your Technicians as well as the operations as a whole.
  • No more calls that slip through the cracks.
  • Allows you to sell help desk requests and services in quantities by utilization of in-built Billing and Time tracking modules.
  • Fast and Easy to Install and Implement - installed only on the Server, therefore no roll-out required across your workforce.
  • Viewing of calls/issues/cases only by those staff that have been given access rights, therefore providing security and confidentiality.
  • With versaSRS's intuitive design and usability, no expensive training is needed for your company.
  • Saves your company Time and Money.
  • Improves the level of Staff Control.
  • Ease of Access 24/7.
  • Helps reduce Customer Support Costs considerably.
  • Increases User Satisfaction.
  • Build a Corporate Knowledge Base allowing for Customer Self-Service.
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