The help desk is a support system related to a company’s or institution’s product and services. The help desk system enables customer support agents to receive, process, and respond to service requests. A great help desk is at the heart of great customer support.
Company Profile
A Fortune 100 company with approximately $40B in sales in 2015, Honeywell International Inc. is an American multinational conglomerate that produces a variety of commercial and consumer products, engineering services and aerospace systems for a wide variety of customers, from private consumers to major corporations and governments. The company operates four business units, known as Strategic Business Units – Honeywell Aerospace, Home and Building Technologies (HBT), Safety and Productivity Solutions (SPS), and Honeywell Performance Materials and Technologies.
Honeywell has set up state-of-the-art manufacturing and engineering operations for the automation, turbocharger and refining businesses, and operates global centres of excellence for technology and product development in India.
Industry
Conglomerate
Business Challenges
Honeywell installed surveillance cameras for Madhya Pradesh Police department. Operators could only access cameras from their main Security Operations Centre (Junction) as the network was private. Whenever police personnel find any abnormality in the camera feed, he used to inform operators of the respective Junction. The Technical Representative would then take immediate action to resolve the issue. However Police personnel could not track the issue and have to follow up time and again. DIGIMIND proposed a HelpDesk system to track and record solutions of the incident.
Solution
The Police Personnel wanted to get a live tracking of the issues and robust report on a cloud based ticketing system that not only provided multiple channel support but was also simple and effective. They were introduced to DIGIMIND HelpDesk. During their evaluation phase, they tested the full functionality of the HelpDesk by testing a web portal. The fully customizable portal arrested their attention immediately. Multiple channel support, ease of use and the SLAs helped them escalate their decision to finalize DIGIMIND as their support helpdesk.
Business Benefits
For Police personnel, the shift to DIGIMIND HelpDesk solution helped them realize their goal of having a single point tool to track support across all Junctions. Honeywell could manage multiple channel support while assisting the Police to report back to their officials across all departments with timely responses, which was not feasible previously. Service level agreements (SLAs) deployed using HelpDesk system eased Technical Representative’s work and increased productivity. They were 95% successful in scaling up their customer support ladder by responding to tickets faster with the aid of these SLAs. DIGIMIND helps Bridging the gap between Honeywell technical representative and Police personnel by integrating customer support conversation.
helpdesk Features
A great help desk is at the heart of great customer support
- Fully Interactive Dashboards
- Create support ticket
- Task assignment
- At a Glance report
- Database
- Admin Dashboard
- Task Approval
- Create multiple operator users
