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BadgerNT provides HelpLINE Service Desk management software for large, mid-sized and smaller organisations. Our easy-to-use software is designed to give your Service Desk professionals the “right tools to do the job” and deliver your customer Service Desk objectives.

HelpLINE is designed as a customer-facing tool that improves customer service, customer relationships and customer satisfaction to your internal and external customers. It enables your Service Desk staff to be proactive in reducing incidents and improving asset performance.

HelpLINE is a very flexible Service Desk system with the functionality usually associated with the top end products. It has a customisable web interface and email integration facilities that enhance the productivity of customer service departments. This enables remote incident logging, Self Service support and efficient problem management.


The advanced functionality within HelpLINE can ensure your organisation has:

Full Service Desk functionality and a professional support capability
Easily established and agreed points of contact for all service users
Incidents and service requests handled through pre-determined processes
Incidents properly allocated, monitored and tracked
Incidents resolved at first line support wherever possible
Second Line routing that is properly controlled and monitored
Accurate feedback and communication of work in progress to everyone
Access to information on problems and known errors
Workflow and documentation for change management of the service infrastructure
Relevant management information through automated and real-time reports


HelpLINE’s functionality has been designed to align the Service Desk to the needs of the business and its customers, through:

Better incident resolution
Improved first line resolution rates
Better user-access to services through a single point of contact
Reduced volume of incidents
A more proactive service culture
Discovery and implementation of permanent solutions to incidents

Better customer support
Enhanced customer care and higher customer satisfaction results
Improved control and performance of SLAs
Faster customer enquiry and complaint responses
Better communication; automated, tailored and relevant

Higher productivity due to reduced down times
Better information for optimal management and decision-making
Better management and control over the supported infrastructure

 


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