IT Company changing how Customers Interact with IT Helpdesk

Kiwi IT Company is Revolutionising the way their Customers Interact with the IT Helpdesk

New Zealand IT company, Lancom, has recently launched ground breaking software that is completely changing the way staff interact with their IT department. The new software was developed with the sole focus on removing a lot of the frustrations that come with getting to the bottom of an IT problem.

The new innovation is called DeskDirector and it is a customer portal app that has been developed to not only help users with IT support but it also improves efficiency and response rates for IT departments in managing these requests.

After realising that IT requests could be handled in a better way, Phill Claxton, General Manager of Lancom shared that, “through research with our own customers we found that people get frustrated when they need to spend time trying to get to the bottom of any IT problem. They don’t like seeing valuable time wasted on the phone or the flood of emails to their inbox, what they want is an easy system and their IT issue to be sorted quickly.”

This insight gave the IT company something to think about and the team went on to design, develop and rigorously test their new customer portal app. DeskDirector allows users to access, view and track IT help requests, invoices and company training tools all at the click of a button on their desktop or mobile device. Claxton went on to say “the benefits of DeskDirector are endless and the product has already seen a strong uptake across the Tasman and is soon to enter the United States market.”

Lancom, who is one of New Zealand’s leading IT providers to medium sized businesses, started rolling out DeskDirector to their customers several months ago. Claxton is already finding Lancom’s clients are benefiting from DeskDirector, “we’ve had feedback from our clients that they are finding the app very easy to navigate and are enjoying not having to go through a cumbersome communication process to get issues resolved or requests dealt with. We’re wrapped with it, it’s been a huge success for us and our customers”.

Key features and advantages of Lancom’s DeskDirector are:

Instant chat means no more waiting on the phone
Time is precious and being on the phone can be inefficient. DeskDirector eliminates lengthy phone calls and emails by giving the user the option to chat to an engineer via real-time response. DeskDirector will tell the engineer who they are, no explaining necessary. The user doesn’t have to spend time explaining their problem as DeskDirector will take an automatic screenshot of the page and send it on to the engineer. The user can walk away from the chat anytime with no loss of information as the chat option is built for inattentive communicating.

Knowledge Management portal
An added benefit of DeskDirector is the Knowledge Management portal where customers can load their own company’s training modules as well as access a comprehensive library of free Microsoft training content.

Easy but secure access
There’s no need to remember login details. DeskDirector is accessed through an application on the user’s desktop and their details are securely obtained automatically from Active Directory, eliminating the need to remember a password.

Mobile Access
DeskDirector is available on the following platforms: iPhone, iPad, Android and Windows Phone 7. All the important capabilities will be available on mobile and will give the user the same DeskDirector service Windows does so there’s nothing new to install on the server.

Personalising your portal
You can easily turn DeskDirector into your own customer portal, with the ability to rebrand with your own company’s logo.

Approval
Allows for nominated tickets to be sent to another user for approval before they are submitted to the IT provider.

Watch a quick 3 minute DeskDirector overview video here to see how DeskDirector works. (http://www.youtube.com/user/deskdirectorapp?feature=results_main)

www.deskdirector.com

ENDS

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