When research analysts write about Changepoint, they often describe it in terms of the leading Project Portfolio Management or Professional Services Automation system. Our customers use Changepoint to manage professional services collaboration from opportunity to invoice or in IT organizations PMOs collaborate to align project portfolios with the company’s mission. You will seldom see a lead story about Changepoint used as a Customer Support management system. However, many companies have selected Changepoint to manage their internal and external customer support operations. Some of our customers process over 10,000 requests per month through their implementation of Changepoint Support Desk.
At Changepoint we use our own software to manage all technical support activities. There are many reasons why Changepoint and our customers have success in this area. But first, what is a Support Desk?
A Support Desk:
- Provides the organization with a mechanism to capture all types of requests for product and services work provided to external and internal customers. A chronological account of all external and internal communication including activities and status changes.
- Is a component in the process of managing service level agreements (SLAs)
- Provides a means to capture knowledge gained through the support process that can then be shared externally and internally
- Is a component in the process of tracking the organization’s hardware and software assets
- Provides a configurable escalation and workflow process to ensure that requests are addressed by the appropriate resource in a timely manner
- Tracks defects that can be prioritized in collaboration with software development and product management teams
A Support Desk is important because it provides support as a critical aspect in the business relationship with external and internal customers. It provides integrated functionality that enhances communication and improves visibility into the status of work. And a Support Desk improves and streamlines workflow to ensure responsiveness to customer requests.
The following are some of the key requirements we had looked at to support our customers.
- Integrated Incident or Problem Management
- Define support hours and time zones
- Notification & acknowledgement of ticket assignments
- Auto-population of relevant fields during ticket creation
- Visibility to review and update incident history and status
- Incident audit trail and aging
- Automatic escalation of incidents based on age and severity
- Web-based interface for customer self-service
- Teamwork and responsibilities by Roles
- Create incidents from other applications
- Searchable knowledge base
- Drill down dashboards and reports to manage workflow and performance
- Instant access to key metrics
- Custom fields creation
- Mobility access to incidents
- Security controls
- Balance resource demand and capacity
- Customer feedback through surveys
In my next blog installment I will take a closer look at these criteria and discuss how they have been implemented to support Changepoint customers.