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Customer Solution: Proctor and Gamble
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Proctor & Gamble

Fortune 500 Consumer Product Manufacturer

 

Challenge

  • Current help desk system wasn’t providing the functionality or value that was required.
  • System required significant manual effort to administer and work inbound requests resulting in decreased productivity for support engineers.

Help Desk Solution

  • Leveraging the CorasWorks v11 Solution Platform, CorasWorks delivered a Help Desk application with mobile capabilities on Microsoft SharePoint.
  • CorasWorks v11 is a next-generation solution platform that allows CorasWorks to deliver robust business applications on the SharePoint platform in less time, at less cost, and with less risk.

Solution Highlights

  • Built to accommodate classic help desk/ticketing system workflow:
    • Create new requests
    • Receive and assign to work queue
    • Help desk engineer pick up and work
    • System notifications on status.
  • Work management dashboards to facilitate and streamline engineers’ work.
  • Management dashboards for real-time reporting and metrics.
  • Robust mobile capabilities for each role in the process that provide views of pertinent information and the ability to act:
    • Views include displaying and end user’s open support requests, help desk coordinator’s open support requests, and support engineer’s open support requests.
    • Ability to 1) create support request, 2) update support request, 3) assign support request, and 4) close support request.

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