Case Studies: CRM Helpdesk

A&P Computers required a simple, inexpensive method to ensure their helpdesk queries were dealt with in a timely manner. With a public page integrated into their main customer website, private interfaces were built to deal with queries directed at either their Technical or Accounting departments.

The Manager also was provided with a private interface in which response metrics could be monitored.

This page view shows the Managers' overview of recent or outstanding queries - fully searchable by customer name or keyword.

This top-level view shows the time in hours between receiving and claiming a query to the first response through to resolving the issue.

At any stage the exact nature of the query may be seen in detail by clicking on the View icon.

Each of the departments have their own login area - allowing a filtered view of queries directed just at that department.

Emails are sent to the appropriate departments to alert them to new cases.

Such an application can be tailored to suit your organisations' needs.

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