[Case Study of Product/System Help Desk Implementation] System Development Company
A case where the sense of security from support led to an increase in customer satisfaction!
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 SEs were spending too much time responding to inquiries, which prevented 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 SEs 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.
basic information
【Help Desk Overview】 ■ Structure: Shared operators from 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 activities in monthly reports) *For more details, please download the PDF or feel free to contact us.
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Applications/Examples of results
For more details, please download the PDF or feel free to contact us.
