Customer Support Excellence

What if a few key customers decide to become someone else’s customers next quarter?  What if just one customer…your best customer, decides to take their business elsewhere?  Poor customer service is the number one reason companies stop doing business with a vendor. 

This is why organizations all over the world are implementing Web based Support from World Desk Pro.

World Desk Pro is a web based customer support solution that allows organizations to quickly get world-class support into production to better deliver against customer demands both internal and external to your organization.  Companies use World Desk Pro to differentiate their offering from competitors to increase margins and sustain growth.  With the worlddeskpro framework in place your support organization is transformed from a cost center to a profit center that has the ability to drive incremental business through improved customer satisfaction and increased customer retention.

Customer Quote:

"We do a good job of benchmarking our ability to support our customers. What we discovered with the new web based support solution from World Desk Pro was truly revealing

·   Customer satisfaction improved - 22%

·   Improved responsiveness - 31%

·   Improved customer service level - 41%

·   Lowed support costs - 33%

·   Increased customer retention - 32%

·   Improved knowledge sharing with customers - 76%

·   Increased staff productivity - 38%

The results speak for themselves, and our customers appreciate the improvement"

Customer Quote:

“The worlddeskpro solution was definitely the right choice for us and has provided immediate ROI by allowing us to better service our customers while optimizing the effectiveness of our support staff.  My team loves Worlddeskpro because it’s fast and easy and it eliminates paperwork, allowing our support staff to spend their time on revenue generating activity.”

World Desk Pro is based on .NET technology from Microsoft.  Microsoft developed .NET for rapid deployment of robust web based applications and it sits on top of enterprise level, proven technology, utilizing the Microsoft Server and Microsoft SQL Server technology stack.  World Desk Pro can be hosted on our servers in an ASP model or hosted on your own servers.  Both methods have benefits depending on your organizational requirements.  In either case you can have the worlddeskpro solution in production in one day.  The worlddeskpro framework is 100% web based, revolutionary in ease of use and readily customizable.   Provide your customer value chain with the following advanced functionality tomorrow.

·         Dashboard Technology

·         Trouble Ticket Creation and Disposition

·         Automated Dispatch

·         Email Notification

·         Asset Management

·         Knowledge Management

·         Infrastructure Visibility

·         Remote Access

·         Multiple Access Levels

Email Notification:

Worlddeskpro mail notification and dispatch capabilities are available for requesters, technicians, helpdesk personnel, and system administrators. Notification when a call is opened, transferred, and closed is available and all emails are customizable, improving communication within your organization as well as communication with your customers. 

Email notification allows remote and wireless requesters and technicians improved communication and faster solution times.  Email trails can be logged for tracking purposes and used to analyze help desk practices and improve performance.

Email notification empowers:

·         Improved communication

·         Faster problem resolution

·         Improved responsiveness

·         Improved customer satisfaction

Pagers can be used as a remote dispatch tool, saving technicians the travel time to and from computer workstations and allowing them to focus on revenue generating activities.

Asset Management:

Asset management allows your organization to track not only purchase cost of your assets but also total cost of ownership for your mission critical assets.  Track cost, location, usage, and maintenance to improve:

·         Asset utilization

·         Employee productivity

·         Customer satisfaction

Asset management from worlddeskpro allows you to put business processes in place to automate and optimize the management of your organizations assets. 

Worlddeskpro’s web based, easy-to-use, asset repository enables real world asset management so your organization can improve productivity while reducing cost.

Knowledge Management:

Worlddeskpro knowledge management allows your technicians and casual users to find the right answer to a question while they’re in the process of solving a problem. Your team is empowered to share solutions to problems thereby delivering better service at a lower cost.  When any team member develops a solution to a problem it is a one-button push to share that knowledge with your entire organization, improving the performance of the entire support team.  

Roughly 80 percent of help desk volume is comprised of the top twenty problems a helpdesk solves.  By compiling a small knowledge base a service organization can dramatically improve their ability to deliver against customer requests.

Knowledge can also shared with your customer community by way of a frequently asked questions web page.  Anyone with internet access can quickly find answers to many of their questions on this page, thereby reducing help desk call volume while making the service organization look more responsive.

Multiple Access Levels:

Multiple user definitions with multiple levels of access allow worlddeskpro to be tuned to your organizational requirements. 

Different types of users have different requirements.  With worlddeskpro those requirements can be addressed with precisely mapped business process workflows for different types of users.  Current account definitions exist for:

·         Administrators

·         Help Desk Technicians

·         Field Technicians

·         Sales Representatives

·         Casual Users

·         Requesters

With the robust and flexible worlddeskpro framework a custom solution can be had much quicker and at much lower cost than is available with other older help desk technology alternatives.

The Challenge is still the same, but the tools available to you have taken a great leap forward.  We are here to exceed your expectations and make your customer support initiative an unqualified success.

The Challenge:

The biggest obstacle to automating the management of your organizations customer service and support is getting the right automation tool into production.  

World Desk Pro reduces the cost, the time, and the organizational resistance to automation by providing an easy to use, easy to implement, low cost, web based solution for customer service excellence.

Getting started: Is as easy as 1 - 2 - 3.   Open your demonstration account and take a few minutes and get into production.

1.      Familiarize yourself with the flow between the Automated Work Order, Executive, Update, and Dispatch Forms by cutting a few demonstration work orders.  Hypertext links allow easy navigation between activities.

2.      From the Automated Work Order Form set up your automated Tasks, Requesters, and Technicians.  Select the "Setup" hyperlink next to the appropriate category and edit the existing demonstration account information or add new information.

3.      From the Executive Dashboard you now have instant real-time visibility into the health or your organizations infrastructure.   Select the "Automated WO" hypertext and create work orders as required.   Disposition work orders by selecting the “work order number” hypertext link from the Executive Dashboard and make any changes required in the " Quick Update" form.  Select the work order number again from the Quick Update form to reach the detailed work order update form.

Congratulations!  You have just improved the efficiency of your organization. 

World Desk Pro customers recoup their investment in our solution very quickly and many times over.  We have detailed ROI information available on the website but in a nutshell most organizations see the immediate productivity improvements in their support staff as the first area of savings. 

The biggest savings and ultimate long term strategic advantage come from the improvement in the performance of the organization as a whole due to a higher level of support being provided to all employees and customers. 

World Desk Pro is the enabling technology behind reduced down time, more productive employees, a more responsive organization and happier customers, guaranteed.  

What you are using on this website is a small percentage of our technology.    We have developed robust workflows for our customers to precisely support their business requirements. We can do the same for you with the flexible World Desk Pro application framework.  We have technicians on call 24x7 who are ready to help you with your requirements at 310.658.0922 or via email at info@worlddeskpro.com

“The shortest path to increased sales is improved customer service”   Take the Test Drive

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