Customer Support Software

When purchasing software there are many considerations including evaluating features, but did you know that there can be big differences in the deployment model as well? Typical deployment models: Shareware/Freeware: This is usually a basic version of the vendor’s software.  It is free but there may be costs for additional users and features.  Some have term limitations while others have unlimited use but may have other restrictions.  Make sure you read all the fine print [...]

Whether you call it ‘Cloud Computing’ or ‘SaaS’, both Fortune500 companies and market analysts have praised a hosted solution as a great way to manage internal IT functions. Gartner named cloud computing as one of their Top 10 Strategic Technologies for 2010.  They define this list as being technologies that have potential for significant impact on the enterprise for the next three years: “These technologies impact the organization’s long-term plans, programs and imitates. They may be [...]

We all love the MasterCard ‘priceless' commercials, so here at Novo we have created a version of our own. Average cost of email customer support request- $21.00 Average National cost of a desktop incident - $ 32.00 Keeping your current customers happy with great customer support - priceless! Well, not exactly priceless, but you get the idea.  In a recession it is all too easy to move focus to increasing sales - after all, companies cannot [...]

Last week we talked about the benefits of setting Service Level Agreements - even if they are only for internal management.  We at Novo Solutions have found this very beneficial for measuring success in IT Support operations. In a time when many companies are considering outsourcing their in-house IT departments, it is very helpful to know just how well your IT department is performing.  Having data in hand such as average response time and average time [...]

You may think SLA's (Service Level Agreements) are just for large companies who service a lot of customers, but even smaller organizations who are only providing internal support can benefit from enacting a SLA. Service Level Agreements (SLA) measure your support department's response and resolution times.  It is certainly very beneficial to be able to promise your end users (clients) excellent customer support.  Whether you choose to publish your SLA to your end users or [...]