Managed Services Featured Article

Stoke (News - Alert)-on-Trent based Software house Parker Software has reportedly developed its own software package to work alongside Autotask service management software.

 

The Autotask software is designed to optimize companies’ processes and their workflow to help them manage all of their professional services including managed services, break-fix, consulting engagements, system integration, networking projects, software implementations, service desk contracts, and scheduled maintenance.

 

Most companies collect customer service and support requests via e-mail and the person in-charge at the company reads the e-mails and creates a ticket, and assigns it to an engineer or technician for resolution. It might sound like a highly efficient process on the surface, but actually, if not handled properly, processing customer requests via e-mail will become time consuming. Because there is both manual labor and personal attention involved, the process can result in delays, support requests falling into the cracks, errors in transcription, and unhappy clients.

 

So, for companies that use e-mail as a method for accepting service and support requests Parker Software has designed its software package called Email2DB to quickly and automatically generate tickets from e-mails to their support e-mail box.

 

The software package is now integrated with Autotask for IT companies that run support helpdesks for clients using Autotask to offer an email response ticketing system for support queries and a quick automated email response in back up management system failures or issues.

 

According to the company, the resources of the customer support center of most the U.K.- and U.S.-based companies have usually provided a traditional telephone support desk but now with the use of Autotask and Email2Db customers can now automatically process support queries through e-mail and update databases through the use of Email2Db.

 

Surrey based IT service company Greencorn operates support facilities for companies across the South East including helpdesk services, advanced monitoring facilities and back up management through the use of Autotask and Email2Db. Company officials said the integration of Email2Db with Autotask gives them with the ability to report to their customers in an integrated manner, enhancing their workflow and reducing down-time considerably.

 

Greencorn uses Email2Db to filter and manage email to their incoming support queue and forward them to their Line-of-Business application – Autotask - allowing all requests for support, which are critical to them, to be delivered to their Autotask system in a reliable and timely manner.

 

Officials said they enjoy the flexibility in the solution to handle any type of selection criteria and is pleased to have deployed software that lives up to its high expectations.

 

In other news, Parker Software said it planned to grow the business further across Europe with an expanding partner network.