Technical support for dummies: happiness in one click

The traditional helpdesk model requires too many steps from the user and technical support:

1. The user calls in support / fills out a form with a description of the incident. The accuracy of the description here depends entirely on the competence of the user, which is often not high and sometimes too high, which is also not the best option.
2. The support officer starts / continues to fill out the incident description form. No organizational measures do not allow to reduce to zero the number of applications in which the incident is described insufficiently, incorrectly or not described at all.
3. Only after this begins the real work on the diagnosis and elimination of the incident.

Obviously, in this scheme, the first two steps are redundant and redundant. It is not surprising that both users and technical support staff are striving with all their might to avoid the honorable duty of filling out applications. We figured out how to do without them.

Two Russian companies ProLAN and Smartnut combined their products and as a result a solution uniting the monitoring and diagnostic systems and the automation systems of the service processes appeared.

The solution combines three components:
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Proactive health monitoring system of IT infrastructure and quality of IT services ProLAN SLA-ON , including an expert system that measures and evaluates the status of each component of IT Infrastructure (network equipment, servers, communication channels) and business applications in real time. The key word here is proactive, i.e. in many cases, information about the incident in the system appears earlier than that of the user. ProLAN SLA-ON is not the only proactive monitoring system on the market, but compare the cost of solutions.



Incident Diagnostic Rapid Diagnosis System Red Button - USB device connected to the user's computer or. By clicking on the button, the user sends to the technical support a request for an incident, as well as a cut of IT Infrastructure health at the time of the incident. (Actually, the Red Button is, of course, a program running on the user's computer and can be called from the keyboard or by a mouse click, but the real red button is cool. An excellent solution to the managers' desk). The description of the incident in this case does not depend on the qualifications of the user. Support receives information that is sufficient for recording, qualifying and diagnosing incidents. The trial operation of the Red Button shows that the data transferred to the technical support allows reducing the time to close the incidents by 30% and increasing the number of incidents closed by the first line of support by 75%. Actually, it is not surprising - a significant part of the work of technical support, lies precisely in the collection of diagnostic data that users themselves are not able to collect.



Smartnut Customer Service Process Automation System - SaaS service process automation system for small IT service companies and IT services. Smartnut includes a reconfigured model of Service Desk processes, so small companies can start using Smartnut immediately after registering with the system. The integration of Smartnut and ProLAN Red Button eliminates the human factor from technical support: instead of the first line operator who receives the customer’s call and enters something in the request, the incident is automatically recorded in the system and all necessary information is attached to it.

So the new helpdesk model looks like this:

1. At best, the user does not notice the incident at all. At worst, you only need to press a button. Minus the subjectivity, human factor and time spent by technical support staff and the user on unproductive communication with each other. And of course, technical support nerves saved, because users after incidents are often overly emotional.
2. Technical support receives a completed application, including all the necessary diagnostic information. No more applications with a vague description or no description at all.
3. Universal happiness from the rapid resolution of incidents and rapidly growing technical support KPI.