Collaborative Software Provides Increased Efficiency and Enhanced Customer Satisfaction for HelpDesk
OAKVILLE, Ontario Oct. 30, 2012 HelpSTAR, a leading pioneer of help desk software, today announced that Twin Lakes Regional Medical Center (TLRMC), a regional health care provider in Leitchfield, Kentucky, relies on HelpSTAR to provide IT staff with the tools they need to streamline service request processes and increase department efficiency.
When Debbie Timmer, network administrator for TLRMC, joined the team five years ago, HelpSTAR was a well-known commodity to her. She was familiar with the software from her previous place of employment and a strong advocate of its features and functionality.
As network administrator, Timmer oversees the day-to-day support of the medical center network servers. In addition to that, her eight-person IT team provides technical support for more than 500 employees, including doctors, nurses and administrative staff within the hospital.
“HelpSTAR is a part of what we do and how we operate,” said Timmer. “It has provided us with the necessary tools to streamline the service request process. HelpSTAR creates better customer satisfaction by allowing us to auto-reply to requests, even when the department is closed for the day. Our customers are assured that their problems will be resolved as soon as we return the next morning.”
HelpSTAR has many features that significantly increase efficiency of service requests through updates, escalations, business rule transactions, notifications, alerts and role-based access control (RBAC).
One key element for Timmer and her team is the built-in Knowledge Base, a feature that allows her team to search the database as calls come in. This prevents the staff from having to re-invent the wheel every time they receive a new issue. By utilizing the knowledge base, staff members can answer questions on the fly, improving response time while identifying trending issues throughout the entire organization. Additionally, administration appreciates the reporting features, which tracks and catalogs each event as it moves through the system, helping to justify staff time and delivering a solid ROI to the medical center.
“Enhancing workflow and providing tools that elevate customer satisfaction and productivity as project loads increase is extremely important for thriving organizations,” said Igal Hauer, CEO of HelpSTAR. “The Twin Lakes Regional Medical Center is a great example of how collaborative workflow tools can streamline project management and extend the capabilities of the IT service desk.”
HelpSTAR help desk software is an easy-to-use service desk collaborative suite that provides rapid issue, problem resolution and change management capabilities out of the box without the need for lengthy deployment and staff training. Designed for organizations with 10 to 500 support reps servicing 100 to 50,000 employees, HelpSTAR expedites problem handling through features such as intelligent queuing, various self-help tools, and prompts such as alarms, follow-up reminders, and automatic priority escalation. It offers both a built-in library of standard reports and custom query capabilities. HelpSTAR is available in both client/server and web-based versions running on Microsoft or Microsoft SQL. For more information, visit www.helpstar.com