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Description
Weilgut Helpdesk supports mainly the competent departments support and internal customer service. As a module of Weilgut Suite, it is seamlessly based on Weilgut Office and uses its entire functionality. Weilgut Helpdesk can be integrated into existing data structures of different business areas without problems through the modular structure and with the help of interfaces.
Incoming hotline requests are categorized, priorities set and assigned to the experts with the help of the integrated task management. The callers are identified via the central address database. The hotline team gets a control option for current maintenance contracts, support contingents of the customers, guarantee terms, and the product portfolio.
With the integrated package Weilgut Office you will file additional correspondence, logs, incoming mail, etc. for the hotline requests, and thus have a complete documentation of all proceedings.
Integrated modules
- Weilgut Office: office communication and document management system
- Weilgut Inventory: inventory for customers and employees
- Weilgut TimeRecord: activity and time recording
- Weilgut Address: editing and managing addresses
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Feature summary
- Recording, categorization and assessment of incoming support requests
- To do management
- Transfer to experts
- Management of contracts for support and maintenance
- Escalation management
- Telephony connection
- Automated establishment of a knowledge database
- Service requests and research on the Internet and in Lotus Notes
- Inventory of random products, systems, etc.
- Time, costs, and expenses recording incl. analysis
- Direct cancellation of service requests possible
- Comprehensive statistical analysis
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