[Case Study on the Introduction of Product/System Help Desk] Manufacturing and Sales Industry
A case where we have become able to provide careful support even to customers who are not familiar with computers or smartphones!
We would like to introduce a case where a "Product/System Help Desk" was implemented for a customer company in the manufacturing and sales industry. This company requested support for product implementation and troubleshooting from sales representatives, serving as a point of contact for general customers, stakeholders from user organizations, and secondary support for the call center regarding their own product systems. By outsourcing system support with specialized knowledge, responses to general customers and user organizations have been carried out smoothly. 【Case Overview】 ■ Background of Implementation - Support for product implementation and troubleshooting has been requested from sales representatives. ■ Effects of Implementation - The call center can now separate responses, allowing sales to focus on their primary business. *For more details, please download the PDF or feel free to contact us.
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【Help Desk Overview】 ■ Structure: Dedicated operators from our company ■ Hours: Weekdays 9:00 AM - 8:00 PM ■ Number of cases handled: 100 cases/month ■ Support targets: Operation and troubleshooting of in-house developed applications, system migration, on-site support ■ Tasks ・ Reception (Issuing inquiry numbers and confirming inquiry details) ・ First-level support (Responding based on operational manuals, FAQs, manuals, business lectures, etc.) ・ Second-level support (Assisting inquiries that cannot be resolved at the call center) ・ Escalation support (Escalating to related departments and responsible personnel) ・ Incident management (Managing inquiries from open to close) ・ Reporting (Daily and monthly reports on help desk activities) *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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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.