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“We
selected Soffront over other CRM solutions
because it offered a robust, feature-rich,
web-based solution that was also easy to
customize”
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Tom Ridinger,
Administrator, Avocent Corporation
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Achieving a More Efficient Help Desk
Business Challenge:
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Provide a central portal for tracking help desk
tickets
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Achieve a more efficient help desk
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Allow IT teams instant access to all open issues
and projects across all sites
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Provide near real-time notification of tickets
Solution:
Benefits
Achieved:
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Soffront’s strong, web-based solution provides a
central portal for help desk
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Efficiency improved through automation—fifteen
support technicians easily support more than 900
users worldwide
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Customer satisfaction improved through
automation—help desk team has closed more than
17,000 tickets in the past 18 months
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Customer satisfaction improved through priority
notification—sent directly to tech's cell phone
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arbanes Oxley legislation requirements
met—Soffront CRM installation has become the
central repository for answering any audit
related question
Avocent Corporation, www.avocent.com, located in
Huntsville, Alabama, is the leading supplier of
connectivity solutions for enterprise data centers,
service providers and financial institutions
worldwide. Although the company leads the market
with connectivity and manageability solutions, they
needed a little help with the efficiency of their
help desk. After a thorough selection process,
Avocent chose Soffront CRM as a central portal for
tracking help desk tickets. Soffront® Software Inc.,
www.soffront.com, is a leading provider of CRM
software and pioneer in the industry since 1992.
“Prior to Soffront, we were using a Microsoft
Outlook-based task tracking system, which was just
not meeting our needs,” explained Tom Ridinger,
administrator, Avocent Corporation. “We selected
Soffront over other CRM solutions because it offered
a robust, feature-rich, web-based solution that was
also easy to customize.”
Avocent initially rolled out Soffront CRM in their
Alabama office in 2004 and has now expanded it to
support their entire global infrastructure teams
worldwide. Avocent’s multiple IT teams located in
Alabama, Florida, Washington, Canada, Ireland, and
Hong Kong use Soffront CRM to track and manage IT
infrastructure problems and resolutions.
Improved efficiency
According to Ridinger, the company’s previous
solution was a time-consuming, manual process. “With
Soffront, the tickets are routed immediately using
rules based on the employee's location and the type
of problem identified. Now our IT managers have
instant access to overdue tickets, projects, and
open issues across all sites,” continued Ridinger.
The efficiency of Avocent’s help desk has improved
using Soffront CRM. “We can now easily support more
than 900 users worldwide with just 15 support
technicians,” said Ridinger. “And this same IT team
has closed more than 17,000 help desk tickets in the
past 18 months.”
Improved customer
satisfaction
Avocent’s technicians can now quickly manage
tickets, resulting in improved customer
satisfaction. “Each time a ticket is submitted, the
routing rules determine which technician can most
likely solve the problem and what type of
notification is required,” said Ridinger. “Depending
on the priority or type of employee submitting the
ticket, notifications are sent directly to a tech's
cell phone within seconds. Customers are pleasantly
surprised when their tickets are resolved so
quickly.”
The Soffront CRM survey module is another feature of
the software that helps Avocent improve customer
satisfaction by receiving important feedback. And
customers traveling to other locations can still
access tickets because of the common portal. “Our
customers know that they can easily submit any
issues to our IT portal running Soffront CRM, and
they will achieve results quickly.”
Improved processes
Avocent also uses Soffront CRM to comply with
Sarbanes-Oxley legislation. “Our Soffront CRM
installation has become the central repository for
answering any audit related question,” explained
Ridinger. “We use Soffront CRM to document and track
all electronic approvals for access control
changes.”
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