The company purchased a cumbersome point-of-sale system that required an exorbitant amount of IT support. The help desk software they used to support the point of sale software was not easy to use, and it was difficult to assess the status of a trouble ticket or find answers to simple problems.
Pete Cole, Olan Mills' field liaison manager, realized it was time to deploy a help desk software application that would allow help desk analysts to find solutions quickly and users to resolve problems on their own in some cases. Cole finally settled on a browser based help desk application that was easy for help desk analysts to navigate.
The right software package did several things to increase overall efficiency of store operations.
* Reduced training time for new employeesSee more Help Desk Software articles
* Quickly identified and fixed common software problems
* Help desk agents were able to handle more calls
* Problem tracking became a useful and viable way to solve problems
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