When you are a global pharmaceutical company with employees
accessing a variety of systems and applications all over the world, providing
timely IT support can be a logistical nightmare. When it got to the point where employees were
waiting up to 24 hours for something as simple as a password reset, the
customer knew they had to improve their processes.
Solution: Instant
Queue Manager
The customer turned to the real-time collaboration experts
at Instant Technologies. Instant
recommended the customer augment their legacy trouble ticket system with a
real-time internal help desk solution powered by Instant Queue Manager.
Instant Queue Manager added ‘presence awareness’ to employee
/ help desk interactions that enabled faster, more efficient issue
resolutions. Employees gained immediate
access to subject matter experts who were available and willing to provide
assist in real-time.
The Results: Faster
Help Desk Responses, Increased Productivity, Improved User Satisfaction
“The moment the customer went live with Instant Queue
Manager, our employees gained real-time access to internal help desk experts,”
says the customer’s Director of IT Support Services.
Questions could be submitted via the users’ Sametime buddy
lists or through an internal web portal. Help desk personnel were able to self-manage their availability to
render assistance, with the confidence that Instant Queue Manager would
automatically distribute in-bound requests evenly; they could choose to work
anonymously; and they could reply with
canned responses from a central database to ensure consistent answers to common
questions. And management gained clear
insight into help desk operations, as all interactions were logged to a central
database for internal auditing and/or external compliance reporting.
“Our first-call resolution rate increased by 85%, and our
issue resolution time dropped significantly,” continues the Director of IT
Support Services. “Issues that had been
taking 24 hours to resolve are now being closed in under 5 minutes. Our help desk staff are under less stress,
management is pleased with our increased efficiency, and the end users we
support are actually happy with the level of service we are now able to
provide.” |
