"Day in the Life" Demonstration

Support Department Professional

Facilities, Finance, Word Processing, Litigation Support, Copy Center

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To demonstrate the ease of use of Giva eServiceDesk, we will look at a typical day in the life of a service department professional. We will follow Betty, an employee, throughout her day. She does not have the time for running around the offices or for playing phone tag. She uses Giva eServiceDesk to communicate with support people throughout the firm. We will also see how the different support organizations deal with Betty’s service requests.

Throughout this demonstration, keep in mind that we can configure Giva eServiceDesk to your specific needs. This is just a sample of the capability.

Customer Interface

Betty likes the idea of entering her own service requests because she gains the following benefits:

• No playing phone tag trying to get the right support person.
• The service request date and time is automatically "time stamped" when she submits her request.
• Each department’s Service Level Agreements (SLA) are automatically enforced starting at the very moment the customer submits the request.
• She can follow the progress of her request through automatic email notifications or by going into Giva eServiceDesk and viewing notes entered by support personnel.
• She receives prompt service and answers from anyone in the support group because they all have access to her request even though they may not be the person assigned to complete the task.

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