Software Makes Help-Desk Problems Vanish - InformationWeek

InformationWeek is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them.Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

IoT
IoT
News

Software Makes Help-Desk Problems Vanish

Self-service application lets Olan Mills offer better customer service, for less.

Olan Mills Inc, a privately held chain of portrait studios, closed its 900 mom-and-pop retail outfits two years ago and took up residence in 1,100 Kmart stores across the country.

At the same time, the Chattanooga, Tenn., company bought a point-of-sale system that required ongoing IT support. But Olan Mills' help-desk software was complex and difficult to use, making it tough to get quick answers to problems--and that affected the service customers received. That's why Pete Cole, Olan Mills' field liaison manager, decided to deploy help-desk software, so that retail employees could find answers online or from the help desk on everything from film processing to point-of-sale and printout systems.

Cole evaluated several options, including software from Great Plains and Magic Solutions. He selected Magic's package for several reasons. He says he liked the browser-based application for problem and asset management. Also, the self-service help app gives employees online access to common queries, such as how to send a file from a photographer to a store's computer. By getting quick answers to such queries, Olan Mills will be able to better serve its customers, which Cole says is particularly important for the upcoming holiday season.

Moving to Magic has also reduced the time needed to train employees on the help-desk app. "On the old system, it took anywhere from four to six months to train someone because it was so cumbersome," Cole says. Employees learned Magic's application in three weeks.

There are also other cost benefits. Because help-desk employees can navigate the new system more easily than the old one, they can handle more calls. Cole was able to eliminate one full-time position from the help-desk staff, saving about $25,000 a year.

In the three months Olan Mills has been using the system, Cole has been able to more easily identify common problems. For the first time, he's able to identify the reasons for some of those problems. For example, he noticed several help-desk entries about modem connections. By tracking the inquiries and their resolution, Cole determined the cause of the problem was a lack of training. As a result, he plans to establish more training. "Without the software," he says, "we'd have no way of knowing what was causing this problem."

We welcome your comments on this topic on our social media channels, or [contact us directly] with questions about the site.
Comment  | 
Print  | 
More Insights
2021 State of ITOps and SecOps Report
2021 State of ITOps and SecOps Report
This new report from InformationWeek explores what we've learned over the past year, critical trends around ITOps and SecOps, and where leaders are focusing their time and efforts to support a growing digital economy. Download it today!
InformationWeek Is Getting an Upgrade!

Find out more about our plans to improve the look, functionality, and performance of the InformationWeek site in the coming months.

News
Becoming a Self-Taught Cybersecurity Pro
Jessica Davis, Senior Editor, Enterprise Apps,  6/9/2021
News
Ancestry's DevOps Strategy to Control Its CI/CD Pipeline
Joao-Pierre S. Ruth, Senior Writer,  6/4/2021
Slideshows
IT Leadership: 10 Ways to Unleash Enterprise Innovation
Lisa Morgan, Freelance Writer,  6/8/2021
Register for InformationWeek Newsletters
Video
Current Issue
Planning Your Digital Transformation Roadmap
Download this report to learn about the latest technologies and best practices or ensuring a successful transition from outdated business transformation tactics.
White Papers
Slideshows
Twitter Feed
Sponsored Live Streaming Video
Everything You've Been Told About Mobility Is Wrong
Attend this video symposium with Sean Wisdom, Global Director of Mobility Solutions, and learn about how you can harness powerful new products to mobilize your business potential.
Sponsored Video
Flash Poll