Strengthen your position in the market with service orientation, competitiveness, and customer satisfaction. An efficient user service with a customizable scheduler will help you to achieve your goal.


Feature overview

• service management software (helpdesk software)
• new calls to Helpdesk via e-mail, telephone, mail or via special forms
• multi-step strategy for solving problems (first-, second-, third level)
• easy enlargement of knowledge bases, including implementation of information and documents to problems already solved
• delegation of tasks to specific support members and groups as well as information via e-mail    
• supervising of reaction time and period; configuration according to customers needs 
• access via Notes client and web browser
• user interface individually configurable
• diverse configuration possibilities (alarm, classification, data transfer from Notes document via field assignment, workflow)
• adoption to business specific surroundings, that means integrable in existing infrastructure and networks

Screenshots

Overview window	Call form
Statistics	Advanced call form

Innovative Support
GeoCom Helpdesk is a support system that irrespective of type of business helps you solve problems that may arise in enterprises with close customer relationships.
GeoCom Helpdesk is based on the Lotus Domino groupware. An information pool with pending queries, work flow for escalation and direct access to knowledge-bases ensures a quick solution for a problem and enhances customer relationships.

Efficient Strategy for a Solution
With GeoCom Helpdesk the call form can be filed by the user himself or by a customer service agent (Hotline). Direct access to relevant information and previously solved problems will help to answer customer questions without delay. More complex problems will be classified so that the trouble-ticket is instantly delegated to the responsible service engineer or to second-level-support.
At the same time an e-mail notice or the start of a deadline monitor can be triggered. For the responsible supervisor GeoCom Helpdesk gives a detailed overview of all pending queries with the possibility to intervene.

Adaption to any Environment
A perfect customer service and order management can only be achieved if the entire information pool can be seamlessly integrated. That means using GeoCom Helpdesk enables to utilise already existing knowledgebases as data sources covered by a standardized interface.

Rapid Communication  
Simple and fast communication is an important building block for efficient teamwork. Thus, with the integrated TAPI-support, telephone connections are easily made by mouseclick just like sending messages from the integrated e-mail system to call center agents or support departments. GeoCom Helpdesk can easily be installed with a few mouseclicks only. More than 1000 configuration parameter provide you with individual customer specific adjustments.

Customer specific requirements
Extensions to GeoCom Helpdesk are offered by Dr. Hehmann Workflow Management.