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Helpdesk / Information center
Ennov5, the software suite for document management and business process management, enables to implement reliable help desk and customer service FAQ databases.
The main purpose of a help desk is to provide accurate information within a few seconds. Whether you call it a hotline, an information center, or a customer service department, the expectation is the same.
Implementing a help desk system is not that easy. It includes several steps that interact one with another. You have to identify and regroup all available information, generate missing contents, elaborate standard responses, share this information to all stakeholders and help them find the right information in a large database.
If the request involves an internal action in order to be processed, it should be transmitted to the right person.
You may also need to identify the caller and always record all key elements of the call.
Besides, if a service level agreement is in place, your organization has to respect specific requirements for the help desk activity, and monitor it closely.
In this context, Ennov provides tools that cover all these needs.
All the information at your fingertips
Ennov5 document management module enables to regroup all information and make sure it is validated, up to date and available from all locations.
Each document is indexed and categorized based on different criteria that will make the search faster. Standard responses to Frequently Asked Questions are sorted by topic to be accessible instantaneously.
All documents and data are accessible using the search (you may just enter keywords or select and combine different search criteria).
Once the knowledge base is built and operational, some organizations even open it in self service to their clients. This is easy because Ennov5 relies on a Web client, so no installation is needed on your computer to access the system.
Transactional help
As soon as he receives a question, the operator enters it in a predefined form. It can be connected to the access right management system to check contact details and/or the authorized service level for this person. After searching the knowledge base, the operator can then type the response or the reference of the standard response in order to trace the information he delivered to the caller.
The entire transaction is stored in Ennov5: subject, content, date & hour, identity of the operator and caller.
Escalation management
If the operator does not find an appropriate response, he generates a return receipt and a message to the caller, and then launches an escalation:
- If the information does not exist or was not found, an expert has to look for it and integrate it in the knowledge base
- If the question raises the need to initiate an action (technical support, request for additional information, invoicing?), the right person has to process it.
In this case, Ennov5 workflow module helps you launch appropriate processes and possibly connect to the CRM application. Specific views display the status all on-going workflows and enable to take action if needed.
Activity monitoring
Using the above-mentioned Ennov5 modules, all questions and answers are traced, and pending actions are processed with no risk of information loss.
Ennov also proposes a reporting module that enables to monitor the help desk activity, produce dashboards and calculate performance indicators: average response times, number of questions every day or month, success/failure rate depending on the type of question or by topic, etc.
These statistics enable to check contract commitments are respected indeed, and improve the help desk service continuously.
The City of Paris implemented Ennov5 as the knowledge base for its call center intended to inform the public on all on-going activities.