[Case Study of Product/System Help Desk Implementation] System Development Company
A case that led to increased customer satisfaction by gaining a sense of security in support!
We would like to introduce a case study of implementing a "Product/System Help Desk" into the ICT solution business of a system development company. The company conducts maintenance and operation of the systems it has developed, but the development engineers were spending too much time responding to inquiries, preventing them from focusing on their primary development tasks. Therefore, they were looking for a company that could handle the reception desk. By establishing a reception desk, the engineers were freed from answering phone calls and were able to concentrate on their core development work. [Case Overview] ■ Background of Implementation - They wanted a 24/7 reception desk to handle severe issues such as system outages. ■ Implementation Effects - By utilizing shared operators, they were able to achieve a 24/7 reception system at a low cost. *For more details, please download the PDF or feel free to contact us.
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【Help Desk Overview】 ■ Structure: Shared operators of our company ■ Hours: 24 hours a day, 365 days a year ■ Number of cases handled: 15 cases/month ■ Support target: In-house developed applications ■ Tasks ・ Reception (Confirming inquiry details) ・ Escalation (Escalating to the responsible person via chat tool based on established rules) ・ Incident management (Confirming the responsible person's actions and closing the case) ・ Reporting (Reporting reception tasks in monthly reports) *For more details, please download the PDF or feel free to contact us.
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For more details, please download the PDF or feel free to contact us.
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Company information
Our company provides IT services such as selecting and building IT products suitable for our client companies, as well as operation and maintenance services. We protect our clients' IT infrastructure with high-quality services that are "reliable, safe, and comfortable," and we aim to be a business partner that continues to provide an IT environment where our clients' employees can focus on their core business.