Problem Areas
WaveAge’s major problem was they didn’t have a system which can be accessed from anywhere, using which clients can access self help knowledge base and frequently asked questions which would normally solve most of their problems. If the solution for their problem was not presented in the knowledge base the client would contact the support staff to get their problem sorted out. The result of absence of such a system was numerous calls from clients with simple problems which they can troubleshoot themselves if they had access to the knowledge base.

Their current access based system was getting too outdated and the database was getting too big for the system to handle. Moreover their current system was standalone desktop software which did not allow support staff to work simultaneously sharing information

Apart from the application level problems, WaveAge immediately required lot of additional features in their support system to work more efficiently and save time and concentrate more on to there core business and customer satisfaction.

Our Web Application Solution
Kliotech’s web application solution primarily concentrates on Enterprises which requires alternative for their native application and who are willing to move towards web services. WaveAge approached us with the same scenario and we opted them our Web Application solution to over-come their current problems and also to meet their immediate and future goals towards their Customer satisfaction. The main goal of introducing this software is to reduce the manpower and increase efficiency by increasing the number of calls a technician can attend per day. The Help Desk application has the following modules and features in it.

Technician Module
The technicians and support executives are the most important users of this application and the application is focused to there activities. The technicians and support executivies will have almost everything in there dashboard like ticketing a problem, Contacts Management, Assets Management, Knowledge Base and Reports. WaveAge’s technicians were doing all these activities separately using there old software and each of these activities were never interlinked or had any relation between them. But the here a Ticket can be related to a customer and asset find solutions instantly using the Knowledge base and view reports of this chain. With this in place the technicians were able to organize there activities in a more efficient manner and concentrate on customer satisfaction.

Customer Module
WaveAge have introduced a new way of supporting customer’s problems apart from regular call center support and on-site support. The customers who have problem can directly logon to the Help Desk application using there browser and can view the properly sorted Frequently Asked Questions or search the Knowledge Base by entering them problem to the system. WaveAge from there so many experience have understood that eighty percentage of problems which the customers have are not new and they are all very simple problems which the customer themselves can fix. This Frequently Asked Questions and Knowledge base were basically introduced to educate the customers the frequent problems which they might have and solutions to those problems. This was also introduced to save time and money of the customers. If the customers couldn’t fix the problems on their problems after viewing the FAQ’s and knowledge base they have the facility to open a ticket and enter there problem with the ticket priority, instead of calling the Call Center. These tickets will again be handled by the technicians and solved by them.

Managers Module
The Help Desk webapp manager will have the maximum control over the system and they can monitor the activities of the support team and technicians regularly by logging in to the Manager Module. The manager’s module will replicate the features of the technicians plus various features other like setting up the SLA (Service Level Agreements) for the customers, Technician management, Knowledge base management, Customer Management, Reports etc. They can do regular performance appraisal on the technicians and see reports related to the same.

Conclusion
WaveAge networks whole Support Desk benefited out of our solution and their call handling efficiency have improved tremendously.