How many phone calls do your end users need to make to resolve their technical issues?  Do you have the same helpdesk for expense reporting, time reporting, sales force automation, Microsoft Office, laptops, desktops, printers and Blackberry’s?  Ixilix considers their support service team an extension of our customers' business. Our goal is to streamline the support functions to allow end users a single point of contact for all technical needs.  Centralized support offers many benefits to include:

•  One phone call solution for all technical issues

•  Increased productivity and satisfaction of end users

•  High first call resolution rates

•  Consolidated ticket reporting

 

What Is Supported?

Everything is supported. In order to facilitate a one touch solution, Ixilix is committed to supporting all of our customers’ applications and hardware. In the instances that we do not currently support the application or hardware, Ixilix will provide education to our staff to ensure they are fully capable of meeting your end user requirements.  Below is a sampling of our current support offerings:

Applications Supported:

Microsoft Word	Microsoft Excel
Microsoft PowerPoint	Microsoft Access
Microsoft Windows	Internet Explorer
Time and Attendance Systems	Expense Reporting
Lotus Notes	Microsoft Exchange
Intranet Sites	Cognos Reporting
Micro Strategy Reporting	Microsoft SQL Reporting Tool
VPN's	Sales Force Automation Systems
Adobe Acrobat	E-Learning Applications
Anti-Virus Applications	Order Entry Systems

Hardware Supported:

Laptops	Desktops
Tablets	PDA's
Blackberry	Desktop Printer
Receipt Printer	Scanner
Air Cards	Car Adapters
External DVD/CD Drives	Hardware Peripherals

 

Why Is Centralized Support Better?

Ixilix has worked with companies to improve their internal customer service by outsourcing all helpdesk services to one support desk. By consolidating support, multiple benefits can be achieved both in terms of employee satisfaction and company productivity. Some of the key considerations for centralize support include:

One Phone Call Solution for All Technical Issues – Regardless of the application or hardware, your end users can work with one helpdesk to meet all of their support needs. Ixilix can act as a standalone helpdesk or primary support working with another vendor for escalations.

Increased Productivity and Satisfaction of End Users – As a result of not having to call multiple support desks for different applications and hardware, your end users are able to spend more time focusing on strategic initiatives.  

High First Call Resolution Rates – Even if all of the support desks that your company deals with offer high first call resolution rates, being able to open only one ticket for all of your support needs is much more efficient.

Consolidated Ticket Reporting – By consolidating all support to one call center, you are able to measure the statistics for all call data in one centralized report.  Consolidated reporting will allow you to determine frequency of calls based call categories, identify training areas, uncover possible hardware issues and understand all support metrics for your company.

What Services Does Ixilix Offer?

Ixilix offers a number of services to ensure our helpdesk support exceeds our customers’ expectations. Among our services are the following items.

Automatic Call Distribution (ACD) System – All calls received are routed through an ACD system that allows Ixilix to measure the number of calls received, the length of calls, calls abandoned and average time to abandonment. This ensures that we are constantly monitoring ourselves and sharing the results with our customers.

Service Level Agreements (SLA) – Ixilix ensures exceptional service by providing all customers with SLA’s that outline metrics to be maintained in regard to call handling, reporting and abandonment rates. Used in conjunction with the ACD system, SLA metrics can be measured frequently for compliance. 

Advanced Call Logging System – Ixilix utilizes advanced call center technology to receive and record tickets. All tickets received are logged into the call reporting system and assigned a ticket number. Reporting is available for all call logs entered.

Best of Breed Approach – Ixilix is a member of the Helpdesk Institute and applies their methodology and best practices in our call center.  A continuous improvement approach is used to ensure that Ixilix provides the highest possible level of support to our customers. In addition, end user surveys are performed regularly to ensure high satisfaction rates.

 

How Do I Get Started?

The process is simple, Ixilix will meet with you to understand all of your support needs, document the applications/hardware to be supported and provide a support inventory analysis. Contact us to learn how we can begin providing centralized support for your company.