HeroTechs Help Desk
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Long Island's #1 IT Business Management Help Desk
Our HeroTechs Help Desk will help you improve your business performance through the automation and management of your people, IT projects, Technology Inventory, and Support.
That means greater efficiency, and more profitability!!!
A bold promise, yes. But we deliver by managing all of our interactions with your business through our internal Help Desk. In our Help Desk we have a Customer Relationship Management Module which keeps track of all of your staff, and technology inventory as well as storing important information such as vendor contact information. Next we have a Contracts module which keeps track of our specific customized support agreement for your business requirements. After we populate our Contracts module we populate the Inventory module which keeps track of your technology inventory. Our Service Desk module keeps track of Service Requests opened by either your staff or our Automated Agents monitoring your Systems and Network.
How does all of this help? By eliminating duplicate data entry, automating numerous functions, and safe keeping important information about your staff and computer environment we pro-actively keep your equipment running. The net is your staff is more productive and your support costs go down. It's a win, win! Below are more descriptive explanations for each of our Help Desk Modules.
Customer Relationship Management (CRM)
We track our customer relationships better with Our HeroTechs Help Desk. Our CRM module includes everything we need to build our client base, including tools for contact management. But unlike other stand-alone CRMs, ours is completely integrated. That means that once you become a HeroTechs customer, we continue to work out of the same system to service, support, manage and grow with you. From right inside the same account screen we have complete and real-time access to all customer and contact information on one screen. No matter who in our company touched the account.
Every note, e-mail, service ticket, project, opportunity, quote, task, to-do, or client-related attachment can be accessed from here. We don't do any double entry of customer data. We don't hunt through multiple databases looking for project info, contact info, service desk info, marketing and sales info -- even installed products. Our HeroTechs Help Desk manages it all from first contact, through proposal, to detailed invoice with a complete audit trail.
Our HeroTechs Help Desk allows us to model virtually any contract type we set up with your business, and then automatically manages our billing all according to the agreed upon terms and rates. We can even reduce the time, error and guesswork associated with work that’s outside the scope of your current contracts and specific exactly what’s covered - and what’s not - and the exclusions automatically flow through to billing.
Our HeroTechs Help Desk’s Inventory Module streamlines and automates the chore of adding, editing, tracking and billing inventory items – no matter where they’re located.
IT systems are so important to the day-to-day operation of most businesses, we're seeing more and more end-users demanding guaranteed response and resolution times - especially for mission-critical systems and apps. That can be a nightmare if we don't have the correct tools in place to measure, monitor and meet your commitments.
Our HeroTechs Help Desk's Service Level Management module leap-frogs anything currently available. It not only lets us define and track your internal key performance indicators (like initial response time, time to develop a resolution and final resolution time), it lets us create, sell and deliver-on very sophisticated service level agreements designed to exactly meet your needs.
And, unlike some PSA tools, our HeroTechs Help Desk can create a single service level agreement that covers multiple asset classes, multiple response times, multiple locations – multiple whatever. Best of all, our workflow, notifications and escalations can all be automated, and everything is tracked within the system so even reporting on your performance is easy.
Color-Coded Calendars Make Scheduling Easy
Our HeroTechs Help Desk includes a powerful internal calendar that is always updated whenever we create a To-Do, Appointment, or Service Call. The calendar is color coded by type of activity, as well as percentage of our day that’s filled based on appointments vs. scheduled employees available. The Microsoft Exchange integration syncronizes each of our Service Technicians appointments to their Outlook so everything is always in synch!
Capture Service Alerts Automatically
We capture email alerts from our popular remote monitoring software and automatically create service tickets based on those remote alerts. Our state of the art workflow automation engine allows us to create rules for automatically assigning tickets to the right resources, sending notifications, dispatching, monitoring progress and automatically escalating based on priorities you set.
Monitor Everything With Service Dashboard and Reporting
Last but not least we monitor key metrics including ticket submissions, tickets due and completed, comprehensive reporting and performance charts for all of our clients from a single Service Dashboard.