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Title Date Added Company

Microsoft Webcast: Managing a Global Internal Helpdesk With Outsourcing and Call-Avoidance Techniques (Level 100) 2007-11-19 Microsoft

Microsoft IT manages a global internal helpdesk that receives 63,000 contacts per month. To improve the client-support experience and productivity while reducing costs, Microsoft IT took two approaches off-shoring and outsourcing the internal helpdesk (including service desk and deskside support) and developing a number of call-avoidance techniques. The attendee of this webcast will hear firsthand the benefits and lessons learned from outsourcing, in addition to the programmatic approach and high client satisfaction for problem resolution and call reduction through call-avoidance techniques.

Tags: Outsourcing,

Nucleus Research: ROI Measurements for Remote Support 0000-00-00 WebEx Communications

Read this report from Nucleus Research to learn how WebEx Support Center enables customer support centers and internal IT help desks to increase productivity, reduce costs, and increase customer and end user satisfaction and productivity by providing easy remote access to computers via a Web browser.

Tags: Customer Support Services, IT Reliability, Remote Access - RA Servers, Mobile - Wireless Communications

UK Health Service Delivers Faster IT Support to 10,000 Users With New Business Helpdesk Support 2007-10-10 Dell

Leicestershire Health Informatics (LHIS) in the UK wanted to re-think its IT support strategy. It needed to meet existing Service Level Agreements (SLAs) for its 10,000 users faster, and more affordably. LHIS chose Dell Business Helpdesk Support, which enables in-house IT support staff to deliver high quality, technical support service 24x7, for quick resolution through diagnostics, case management, and seamless support for third-party products.

Tags: Customer Support Services, Service Level Management

Profitable Strategies for Optimizing Help Desk Operations 2007-09-01 SupportSoft

In this free whitepaper, you'll learn how to completely re-think the way your service desk deploys people, processes, and technologies. Discover how to think strategically, rather than tactically--dramatically improving profitability, resolving problems faster, and improving end-user productivity. Find out why only a third of companies are satisfied with their support desk investments, and why automating diagnostic data gathering can be an important part of the solution. Discover a quantum leap in help desk thinking--download your free copy now.

Tags: Call Center - Contact, CRM Software, IT Reliability

Deloitte Outsourcing Uses mySAP CRM to Provide High-Quality Services Through Its Help Desk 0000-00-00 SAP

In order to support expansion of its business and provide high-quality services to its numerous customers, Deloitte Outsourcing implemented a much-needed help desk using mySAP CRM. A mySAP CRM template based on best practices enabled the company to get the help desk up and running in the shortest period of time. Deloitte was also the first outsourcing organization in Japan to implement a help desk using mySAP CRM as a stand-alone solution.

Tags: CRM Software, Customer Support Services

GIE Informatique Arpege Uses BMC Remedy Solutions to Unify and Centralize Support Services for Enhanced Performance and Improved Quality of Service 0000-00-00 BMC Software

GIE informatique Arpege wanted a unifying help desk and change management services. GIE informatique Arpege chose BMC Remedy IT Service Management solutions to improve its services by gradually unifying the support delivered to the 12 "Caisses d'Epargne" banks in its remit, while rationalizing and automating change and incident management. Arpege followed IT Infrastructure Library (ITIL) recommendations applying to the management of IT services. This resulted in productivity gains, standardized processes (ITIL) and rationalized operations. There was reduction of costs and deployment of performance indicators.

Tags: ITIL, Service Level Management

Countrywide Financial Corporation Improves Service Desk Productivity With BMC Remedy Help Desk 0000-00-00 BMC Software

IT staff at Countrywide wanted to find a service desk solution that could be scaled or adapted to meet current business needs and cut down on the time support staff spent entering help tickets. Countrywide selected BMC Remedy Help Desk because of its flexibility, adaptability, and scalability. This resulted in increased support staff productivity by nearly 40 percent in just 1 month and provided flexibility for adapting application to business processes.

Tags: Customer Support Services

SAP Solution Manager Enables Major Insurance Provider to Create Streamlined Support Processes 0000-00-00 SAP

With the number of customers and SAP solutions on the rise, AXA's SAP Customer Competence Center required a more efficient tool. This need became particularly acute when the center was tasked with supporting new SAP systems for AXA Group, outside Germany. Also, the new tool had to enable enhanced reporting and analysis. To master these challenges, AXA decided to introduce the service-desk functionality of SAP Solution Manager, a tool of the SAP NetWeaver platform. This powerful software gives customers the comprehensive tools, content, and methodologies they require to effectively implement, monitor, operate, and support their SAP environment.

Tags: Business Management

NCR Saves Time With BMC Remedy 0000-00-00 BMC Software

As a global technology company, NCR is especially dependent on its Information Technology (IT) infrastructure. The company wanted to create an incident-tracking system for their global organization. NCR chose BMC Remedy Action Request System for their service desk needs. As a result there was reduction in password-related calls saves time and money. Reporting enables continuous process improvement. The company benefited with tight integration between P-Synch and AR System facilitates rapid implementation.

Tags: Customer Support Services

R+V Versicherung Creates Integrated Service Desk Solution Around BMC Remedy 0000-00-00 BMC Software

R+V Versicherung (R+V) is one of the largest insurers in Germany. The company wanted to replace legacy problem-tracking system. R+V Versicherung chose BMC Remedy Action Request System as their incident and problem tracking solution. As a result 90 percent of calls resolved within 30 Minutes, Same size support team handles twice as many calls and ease of integration with four other systems creates a comprehensive service desk solution.

Tags: Customer Support Services

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Title	Date Added	Company
Microsoft Webcast: Managing a Global Internal Helpdesk With Outsourcing and Call-Avoidance Techniques (Level 100)	2007-11-19	Microsoft
Microsoft IT manages a global internal helpdesk that receives 63,000 contacts per month. To improve the client-support experience and productivity while reducing costs, Microsoft IT took two approaches off-shoring and outsourcing the internal helpdesk (including service desk and deskside support) and developing a number of call-avoidance techniques. The attendee of this webcast will hear firsthand the benefits and lessons learned from outsourcing, in addition to the programmatic approach and high client satisfaction for problem resolution and call reduction through call-avoidance techniques. Tags: Outsourcing,
Nucleus Research: ROI Measurements for Remote Support	0000-00-00	WebEx Communications
Read this report from Nucleus Research to learn how WebEx Support Center enables customer support centers and internal IT help desks to increase productivity, reduce costs, and increase customer and end user satisfaction and productivity by providing easy remote access to computers via a Web browser. Tags: Customer Support Services, IT Reliability, Remote Access - RA Servers, Mobile - Wireless Communications
UK Health Service Delivers Faster IT Support to 10,000 Users With New Business Helpdesk Support	2007-10-10	Dell
Leicestershire Health Informatics (LHIS) in the UK wanted to re-think its IT support strategy. It needed to meet existing Service Level Agreements (SLAs) for its 10,000 users faster, and more affordably. LHIS chose Dell Business Helpdesk Support, which enables in-house IT support staff to deliver high quality, technical support service 24x7, for quick resolution through diagnostics, case management, and seamless support for third-party products. Tags: Customer Support Services, Service Level Management
Profitable Strategies for Optimizing Help Desk Operations	2007-09-01	SupportSoft
In this free whitepaper, you'll learn how to completely re-think the way your service desk deploys people, processes, and technologies. Discover how to think strategically, rather than tactically--dramatically improving profitability, resolving problems faster, and improving end-user productivity. Find out why only a third of companies are satisfied with their support desk investments, and why automating diagnostic data gathering can be an important part of the solution. Discover a quantum leap in help desk thinking--download your free copy now. Tags: Call Center - Contact, CRM Software, IT Reliability
Deloitte Outsourcing Uses mySAP CRM to Provide High-Quality Services Through Its Help Desk	0000-00-00	SAP
In order to support expansion of its business and provide high-quality services to its numerous customers, Deloitte Outsourcing implemented a much-needed help desk using mySAP CRM. A mySAP CRM template based on best practices enabled the company to get the help desk up and running in the shortest period of time. Deloitte was also the first outsourcing organization in Japan to implement a help desk using mySAP CRM as a stand-alone solution. Tags: CRM Software, Customer Support Services
GIE Informatique Arpege Uses BMC Remedy Solutions to Unify and Centralize Support Services for Enhanced Performance and Improved Quality of Service	0000-00-00	BMC Software
GIE informatique Arpege wanted a unifying help desk and change management services. GIE informatique Arpege chose BMC Remedy IT Service Management solutions to improve its services by gradually unifying the support delivered to the 12 "Caisses d'Epargne" banks in its remit, while rationalizing and automating change and incident management. Arpege followed IT Infrastructure Library (ITIL) recommendations applying to the management of IT services. This resulted in productivity gains, standardized processes (ITIL) and rationalized operations. There was reduction of costs and deployment of performance indicators. Tags: ITIL, Service Level Management
Countrywide Financial Corporation Improves Service Desk Productivity With BMC Remedy Help Desk	0000-00-00	BMC Software
IT staff at Countrywide wanted to find a service desk solution that could be scaled or adapted to meet current business needs and cut down on the time support staff spent entering help tickets. Countrywide selected BMC Remedy Help Desk because of its flexibility, adaptability, and scalability. This resulted in increased support staff productivity by nearly 40 percent in just 1 month and provided flexibility for adapting application to business processes. Tags: Customer Support Services
SAP Solution Manager Enables Major Insurance Provider to Create Streamlined Support Processes	0000-00-00	SAP
With the number of customers and SAP solutions on the rise, AXA's SAP Customer Competence Center required a more efficient tool. This need became particularly acute when the center was tasked with supporting new SAP systems for AXA Group, outside Germany. Also, the new tool had to enable enhanced reporting and analysis. To master these challenges, AXA decided to introduce the service-desk functionality of SAP Solution Manager, a tool of the SAP NetWeaver platform. This powerful software gives customers the comprehensive tools, content, and methodologies they require to effectively implement, monitor, operate, and support their SAP environment. Tags: Business Management
NCR Saves Time With BMC Remedy	0000-00-00	BMC Software
As a global technology company, NCR is especially dependent on its Information Technology (IT) infrastructure. The company wanted to create an incident-tracking system for their global organization. NCR chose BMC Remedy Action Request System for their service desk needs. As a result there was reduction in password-related calls saves time and money. Reporting enables continuous process improvement. The company benefited with tight integration between P-Synch and AR System facilitates rapid implementation. Tags: Customer Support Services
R+V Versicherung Creates Integrated Service Desk Solution Around BMC Remedy	0000-00-00	BMC Software
R+V Versicherung (R+V) is one of the largest insurers in Germany. The company wanted to replace legacy problem-tracking system. R+V Versicherung chose BMC Remedy Action Request System as their incident and problem tracking solution. As a result 90 percent of calls resolved within 30 Minutes, Same size support team handles twice as many calls and ease of integration with four other systems creates a comprehensive service desk solution. Tags: Customer Support Services