|
|
|
OmniGlow uses Numara™ FootPrints® for Exchange to centralize and track help desk activities, enable employees to submit tickets, and find solutions on their own via the web. OmniGlow also uses Numara FootPrints Asset Management to automatically identify, locate, and capture PC asset audit details for internal remote users. Asset data is linked to open tickets in Numara FootPrints for Exchange to better understand and more quickly resolve technical issues.
Business Problem Serving over 200 employees in California, Mexico, England, France, and Japan, and remote sales representatives around the world, OmniGlow's 8-person support staff often found it difficult to track incoming technical requests. The team had no clear, centralized way to record, search, track, or manage open issues and problems. Instead, technicians relied on a manual process, receiving calls and emails from employees and jotting down requests on pieces of paper. These notes were almost immediately buried under piles of other work for days. The Numara FootPrints Solution @ OmniGlow Numara FootPrints for Exchange - 100% web-based help desk and customer problem management software
for Microsoft® Exchange environments
Internal Help Desk - OmniGlow set up two projects in Numara FootPrints for Exchange. The first focuses on the help desk, managing all requests and problems
for computer-related issues, such as hardware, software, printers, and other peripherals. A second project handles incoming user
requests, which are typically related to supporting new employees - adding them to a project, granting access passwords, setting them up with software programs, and so on.
Online Self-Service - Employees and remote sales reps access Numara FootPrints for Exchange at any time, from any location to
submit tickets, track the status of their request, or search for solutions on their own. OmniGlow was able to easily set up custom fields
in the Numara FootPrints for Exchange tickets, prompting employees to identify various criteria that is used to automatically assign
requests to the appropriate technician. Automatic email alerts notify support staff about new tickets, so they can start working on them immediately.
Whenever an issue is updated or changed, members of the team can generate an email message to communicate with fellow technicians,
or send key status alerts to employees. Employees can also log in on their own to check status at any time.
With Numara FootPrints for Exchange's comprehensive knowledge base capabilities, OmniGlow created its own database of quick solutions
to employee's common problems-such as how to set their default printer or turn on their out-of-office reply. A separate knowledge base was
also set up to store critical information for use by the support staff, such as internal documentation, installation procedures,
and other materials.
"This feature has made our lives so much easier", said Shavone MacKay, Help Desk Administrator at OmniGlow. "We used to have
multiple copies of these documents stored in individual paper files or on local hard drives, all under different names, with no way to easily locate them. Now, all we have
to do is enter a keyword to easily search for and find the information we need in Numara FootPrints for Exchange's centralized repository."
Numara FootPrints Asset Management - to automatically identify, track, and report on PC assets
OmniGlow's technicians use Numara FootPrints Asset Management, which is fully integrated with Numara FootPrints for Exchange, on a case-by-case basis to
capture and document information about desktop and network resources - for any PC, in both corporate and remote locations. As soon
as an employee enters a request into Numara FootPrints for Exchange, the support team instantly generates on-demand reports on that employee's
PC assets. Numara FootPrints Asset Management completely automates the process of identifying the different types of IT assets that are deployed, where
they are physically located, and how they are configured. It can also be set up to notify appropriate personnel with instant alerts if any changes are made, so OmniGlow's
support team always has the most up-to-date data about an employee's PC assets as they work to resolve a particular issue. These
details are automatically linked to the related Numara FootPrints for Exchange ticket.
For the full PDF version of this case study, click here.
|
Business Needs
Solution
|
