Helpdesk for companies

ADV Helpdesk

The perfect tool to improve the management of your customers’ incidents

Incident management software suitable for maintenance services, helps the user to solve problems in any sector.
It manages and resolves the incidents of a service, controlling its traceability at all times.

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INFORMATION MANAGEMENT

Generate a knowledge base that will allow you to support customers in an efficient and productive way:
– Access cases and view similar incidents from your own or other customers automatically, allowing you to create a consistent and seamless service experience, while reducing learning costs for technical staff.
– Measure service performance: Use the standard reporting battery and generate your own reports with the integrated SQL tool.

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WORKFLOW MANAGEMENT

– Case assignment, case management.
– Status view of the entire support department: assign an incident and manage its traceability, with control of operators reporting availability, absence, vacations, etc.
– Use communications and email to implement robust service processes extending throughout the organization.

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RESOURCE MANAGEMENT

Improve your first call resolution rate and, in any case, reduce case handling times and the time it takes to adequately resolve each case.

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DOCUMENT MANAGEMENT

– Direct attachment of documents and files.
– Version control of the same.
– Control of incidences and associations.
– Drag files and messages to the mail.
– Workflow with processing and tracking of authorizations.

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PROJECTS

– Screen that brings together all the aspects related to a customer’s project (commercial management, technical pre-sales, quotation and closing, commissioning with the corresponding staff intervention, replication for new offers).

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COMPLETE INTEGRATION OF INFORMATION

– Direct interconnection with ERP customer data.
– Customer contacts to channel solutions, as well as the rest of the customer’s own data: equipment, IT platform, etc…
– Personalized desktop visualization for each user.
– Manageable access restrictions for individual users.