The company develops and manufactures bespoke software applications and hardware platforms for the United Kingdom Health Care Industry. As their customer base rapidly expanded, they needed a user-friendly and very effective tool to record, monitor and escalate faults, incidents and problems experienced by their customers.
Artologik ® HelpDesk was the best solution for them: “In our complex environment, simple and ease of use is the key to effective fault management!” says Mick Kenning, Marketing Controller at First Software Solutions Ltd. “The FAQ knowledge base has become the first area systems engineers visit when pursuing fault resolution, cutting resolution time and increasing the first time fix rate delivering better support to our customers.”
By choosing the plug-in HD-Advanced they were also able to directly link HelpDesk to their SLA timelines, allowing even more effective monitoring of outstanding issues.
“On the occasions we’ve have needed external support from Artisan, the response times have been rapid. Issues have been fully explained, advice on getting the most from the support tool is always on hand.”
Mick Kenning is persuaded: “Artologik ® HelpDesk offers a simple but very effective solution to our support tool needs!”