Through its investment in HEAT, the service management application from FrontRange Solutions, Network Configurations - a supplier of outsourced information technology (IT) services to medium-sized businesses in the KwaZulu-Natal area - has improved its help-desk efficiency by up to 150% and is saving up to R20 000 a month in improved management of response to customer incidents.
So says Network Configurations owner, Iain Emerson. "Although HEAT is not the most expensive mid-market service management solution available, it was a relatively large investment for a small company like ours. But the return on investment we've had, just since it was installed in November 2006, has repaid us several times already."
Also, in the eight years of the company's existence it has used a number of call logging programs, none of which was capable of scaling with the company's growth or adapting to new technologies as they came to market. "We decided that we'd rather pay a little more and get a solution that would be around for the long-term, rather than going through the disruption of implementing and learning new software every two years," Emerson says.
In addition, HEAT will give Network Configurations - whose clients cover the full spectrum of industries from shipping agencies to financial services institutions and whose services include onsite as well as remote support - the means to expand to other provinces and commercial centres.
"Because of the automation and escalation functionality that HEAT provides, along with easy integration with SMS technologies, we can now work with partners in places like Johannesburg and Cape Town - using an 0861 number - and still track each call in real-time, from logging to resolution.
"Also, because HEAT is so easily integratable with customer relationship management software such as GoldMine as well as accounting applications, we'll be able to get a global view of each client, from quote and correspondence through to call histories, no matter where in the country those clients are.
"In addition, HEAT ensures that we get the most out of our engineers' time and that we bill clients accurately, through more effective management of our resources."
User adoption of HEAT by Network Configurations' 10 engineers and help-desk staff has been very quick, with all employees appreciating the advantages of the comprehensive management reports built in to HEAT.
As Emerson says: "Reporting on an average of 800 calls a month can get very complex and time-consuming unless you can automate it. HEAT not only does that but gives us the ability to analyse client and call trends, thereby massively improving our communication with our clients. We can give them precise details about how we're meeting their service level agreements, demonstrating not only how effective we are but also how their systems are performing and where adjustments are necessary on their side."
FrontRange Solutions (SA) product manger for Africa, Paul Bornhutter, says: "Efficient management of calls and incidents is, really, the smallest part of keeping a customer happy. In fact, it should be a given. That's what you're selling and so you should get on and do it.
"By contrast, communicating about how well you're doing it and what additional benefits your efficiency and effectiveness are providing for your customers is the hard part of the customer relationship. To do it properly, you need information - about your own and your customer's business. And that's what HEAT gives you. Insight that goes beyond mere operational competence. That's what turns a supplier into a trusted partner. That's what makes a business sustainable."
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