VersaDev Delivering Business Software Solutions Improving the performance of your Service Centre

VersaDev Delivering Business Software Solutions Improving Help Desk Performance with the Knowledge-Enabled Service Centre The inefficient service centre: Long call wait times Slow problem resolution The ‘Dead Cat’ flick pass Loss of productivity from unresolved technical issues Frustrated staff on both ends of the line High cost

VersaDev Delivering Business Software Solutions Improving Help Desk Performance with the Knowledge-Enabled Service Centre The model of efficiency Fixed On First Contact (FOFC) No waiting Fast and effective Automated processes & remote management tools Sharing the knowledge Self service tools

VersaDev Delivering Business Software Solutions The world of IT support: Challenging Frequently frustrating And sometimes, seemingly impossible. New Platforms + Systems = New Skill Sets + Increased Call Volumes Inefficient support centres fail to meet Service Level Agreements (SLAs), frustrate end users, and demoralise help desk staff and management. The Service Centre’s mission to deliver high-quality cost-efficient, and timely problem resolution

VersaDev Delivering Business Software Solutions Service Centre Support & Efficiency  Level One Call Resolution Rate (FOFC) Fast first-call problem resolution  Happier users, Lower-cost support, and Achieving SLAs Give service centre staff the tools and knowledge to resolve problems at the first point of contact. A Help Desk solution is perhaps the most cost-effective means of improving first-call resolution rates with a minimum investment.

VersaDev Delivering Business Software Solutions Two Options for End User Support Staffed Support Centre Technical professionals who are available by phone or by Real-time collaboration tools One-to-one relationship between a support analyst and each problem presented Call centre model Inbound requests (tickets) are received from users Level-1 agents attempt to resolve the issues or pass to Level-2 or Level-3. The Service Centre usually: Captures the end-user and problem information into a ticketing system System then tracks all resolution efforts and centrally manages the information. Resolving technical problems by telephone is time-consuming and expensive.

VersaDev Delivering Business Software Solutions

VersaDev Delivering Business Software Solutions Self-Service Portal Self-support systems typically work by using one of several models to find answers: Questions and answers to navigate to a solution A decision tree to find information about particular topics A searchable Knowledge Base Tools allow users to troubleshoot, diagnose, and fix own technology problems. Logging of own service request tickets Checking status of existing tickets Search Knowledge Base / FAQ 24 x 7 availability Shifts customer interfaces to lower cost mediums and empowers the Customer.

VersaDev Delivering Business Software Solutions versaSRS HelpDesk Knowledge Base ….

VersaDev Delivering Business Software Solutions Client Access Tool …

VersaDev Delivering Business Software Solutions The same Knowledge Base articles available to Call Centre staff also available to end users through the intranet or internet.

VersaDev Delivering Business Software Solutions Table 1: Self Service (“Level-0”) Cost Savings DriverMetrics Est. Savings Baseline Self- Service Portal Usage 10 Calls per day 10 Calls per day $25 per call $25 per call $250 per day $250 per day $5,000 per month $5,000 per month $60,000 Annually Reduced Calls Because of User Self-Service 3,000 calls per month 3,000 calls per month 3.5% reduction in overall calls 3.5% reduction in overall calls Cost per call metric of $25 Cost per call metric of $25 $32,000 Annually

VersaDev Delivering Business Software Solutions Table 2: Support Centre Service Improvement DriverMetrics Est. Savings Call Resolution Speed Improvement Avg call length of 5-10 mins Avg call length of 5-10 mins 36,000 calls per year 36,000 calls per year 60% resolved using KB 60% resolved using KB Cost per call: $25 Tier-1 Cost per call: $25 Tier-1 $30,000 Annually Reduction in Escalated Calls 50% reduction in call escalation for calls that are solved at Tier-1 50% reduction in call escalation for calls that are solved at Tier-1 Cost per call $75 Tier-2 Cost per call $75 Tier-2 $34,000 Annually

VersaDev Delivering Business Software Solutions Build it or buy it? Deciding how to automate your Help Desk When considering a Service Request System: Developing Help Desk software in-house can work, you get exactly (?) what you want and can change it easily. If you have a choice, do your homework, find the best software company you can, and purchase what you need. Even better – buy from a vendor who is willing to tailor the system to your unique set of needs.

VersaDev Delivering Business Software Solutions What Do You Get With A Purchased Product? The short answer is... a lot. Patches, updates and new features regularly released Documentation Purchase as modules – pay only for what you need Not just Help Desk – Assets, CRM, Client Access Support Can other areas of my organisation use it? (HR, Accounting, Records etc)

VersaDev Delivering Business Software Solutions versaSRS HelpDesk

VersaDev Delivering Business Software Solutions Summary Fix on First Contact Key to Success Tools to do that Knowledge Base Client Access Tools Enabled Request System Integrated CRM Asset Management

VersaDev Delivering Business Software Solutions versaSRS Help Desk – as used by: BHP Billiton – Worldwide University of Salzburg - AUSTRIA Endevco Aerospace & Military - USA Nixon Technology Co. Ltd. – Hong Kong Elephant Services Group – UK Ross Industries, Inc - USA IVR Technologies - USA Applaud IT – AUS NewSpec - AUS GFi Asia Pacific + many more…

VersaDev Delivering Business Software Solutions For more information regarding versaSRS Help Desk Contact your local versaSRS HelpDesk representative or Visit our website at: Download fully functional demo software Apply for an online software demonstration Download brochures, case studies & other resources Contact us on: or