Vennersys Invests in Latest Systems

Vennersys has invested in the latest helpdesk technology from Hornbill to help it deliver improved levels of service for its customers. Support Works™ Version 8, has a range of new functionality designed to improve reaction times, increase customer visibility of call resolution progress and provide better reporting.

One of the key developments for early 2009 will be the launch of our support web portal. From a dedicated page on our website, customers will be able to gain secure access to our helpdesk management system and perform a range of tasks, including:

• Logging new calls and assigning priority levels
• Checking the resolution progress of existing calls
• Using the knowledge bank feature to resolve known issues quickly

Commenting on the investment, Vennersys’ Customer Service Manager, Saaqib Palekar, says “The upgraded software will allow us to provide an improved service, for example, we can use the system to manage 3rd Party SLAs on behalf of our customers.

Just by clicking and dragging the call onto the relevant provider, we can automatically feed the call directly into their call stack and then monitor the resolution progress. This means we can offer a fully outsourced helpdesk service to our customers, leaving them to focus on visitor services.