Express Data has revamped its ageing pre-sales help desk to simplify reporting and query handling as part of an overall strategy to overhaul its customer-facing systems. The helpdesk is available to resellers to provide technical, product and sales advice on its complete range of products.
The internally-developed, Web-based system would replace the 10-year-old Lotus Notes setup that used multiple databases and was difficult to navigate for helpdesk staff, Express Data pre-sales manager, Eileen Espiritu, said.
"With the old system we didn't know how long incidents or queries were taking to be finalised," she said. "This gives us excellent visibility and streamlines the entire process. It also means new staff have access to the history of specific calls."
The ED pre-sales helpdesk takes 2000-3000 calls per month from resellers. These queries are often escalated to technical staff. The helpdesk would improve waiting times and problem solving while ensuring answers to specific product-related questions were provided quickly, Espiritu said.
ED has been actively updating its reseller-facing services over the past few weeks. Last month, it announced the addition of an automated email system for access to stock availability and pricing that automatically scans and replies to email queries.
It also upgraded its annuity scheme to include end-user - as well as reseller - notification as part of its contract reminder service. The pre-sales division recently launched Netscribe, an extension of the ED website with editorial-style reviews and opinion on the technologies and solutions in the ED catalogue.