Wednesday October 15 5:13 PM EDT
Company Press Release
SSDS Inc. Helps United States Air Force Space Command
Increase Productivity
COLORADO SPRINGS, Colo.--(BUSINESS WIRE)--Oct. 15, 1997-- Systems integrator SSDS, Inc. announced today its client, the United States Air Force Space Command (USAFSC), has increased employee productivity and posts a high problem resolution rate after an SSDS help desk implementation.
''With 88 percent of over 350 trouble calls every week resolved in the first 10 minutes of contact with our help desk, we have seen a noticeable improvement in employee productivity and customer satisfaction,'' said Nancy Burns, chief quality assurance evaluator, USAFSC.
The project, called 21Net, supports a customer base of roughly 5,000 users, plus about 800 mail-only users with an internal help desk based at headquarters. Employees at USAFSC's multiple sites control space assets for the U.S. and Canada, including satellite and space object tracking. With this large employee base, USAFSC wanted a central point of contact for computer problem resolution to keep productivity high.
The 21Net help desk not only encounters a wide range of problems, but high volume as well. During one summer month, the help desk received 1,800 trouble tickets, with 1,522 resolved within the first 10 minutes of the call. SSDS plans to continue staffing the USAFSC help desk and tracking return on investment data for client use.
Help desk implementations such as 21Net fall under SSDS' newly announced Customer Service and Support (CSS) solution set. CSS focuses on comprehensive technology-enabled business solutions for external service centers and internal help desks, designed to increase customer loyalty while reducing costs and increasing productivity.
''Prior to our help desk implementation, the customer had no means of tracking work effort data like types of calls, number of calls, productive versus down time, user history or trends occurring at the site,'' said Paul Mauritz, senior vice president, marketing and sales, SSDS. ''Now, we track, archive and review that data with the client on a regular basis.''
SSDS implemented the system using a customization of Remedy Corporation(R)'s Action Request System(TM), the world's most widely used help desk software application. ''We've taken Remedy's core technology and adapted it to fit our client's specific needs,'' Mauritz said. ''Our current customization project is building a knowledge base of problem resolution methods. We see a wide range of problems in this environment and building this database will keep us from solving previous problems from scratch, freeing more of our time to serve customers.''
''The automated help desk lowers the total cost of ownership for tasks fulfilled by personnel at the help desk,'' said Matt Miller, vice president of marketing at Remedy. ''For the help desk staff, automated workflow enables quicker problem resolution - one of the keys to boosting end user satisfaction and helping IT professionals improve enterprise network management.''
Founded in 1990, Remedy develops and markets adaptable applications for the consolidated operations management (COM) market. Cited by analyst organizations like META Group as one of the fastest growing areas for client/server applications, COM starts at internal help desk and expands to applications like change management and asset management.
As the leader for help desk solutions, Remedy products meet these needs. At the end of June 1997, Remedy had over 4250 customer sites, with more than 2200 customers worldwide. Remedy operates from headquarters in Mountain View, C.A., with offices in Pleasanton, C.A.;
New Jersey, Maryland, London, Frankfurt, Paris and Singapore.
SSDS, Inc., Leaders in IT Architecture for Networked Solutions, delivers business solutions that enable its clients to develop more effective relationships with their customers. SSDS' I*Net (Intranet, Internet, Extranet) and CSS (Customer Service and Support) solution sets are based upon the company's historical areas of core competency: infrastructure integration, IT security, customer support, network and systems management, application development and inter- and intranet commerce. Headquartered in Englewood, Colorado, SSDS has nearly 400 employees in offices throughout the U.S. For more information, visit the SSDS web site at ssds.com or call 1-888-785-SSDS (7737).
All companies and products mentioned are trade names or trademarks of their respective companies.
Contact:
SSDS Inc., Colorado Springs
Elise Ketcham, 303/790-0660
erk@ssds.com
Marianne Radwan, 561/988-5300
mradwan@gate.net
More news for related industries: aerospace, government, telecommunications.
Additional news and quotes: Remedy Corp - RMDY. |
