answernet's help desk solution

AnswerNet 2325 Maryland Road, Suite 150 Willow Grove, PA 19090 Tel: 267.942.6000 Toll-Free: 1.800.411.5777 Fax: ♦ ♦ ♦ ♦ ♦215.659.6486

6/19/12Help Desk Trouble Ticketing

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Help Desk Trouble Ticketing



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• AnswerNet delivers flexible and extensive call center solutions with versatility and innovation

• Services increase efficiency and effectiveness of our clients• Facilitates clients’ ability to communicate and manage their

business needs successfully• AnswerNet utilizes a 10-step milestone execution process,

allowing our team to design custom solutions that exceed clients’ expectations

• Our Ultimate Goals• Provide solutions to help companies optimize their

communication strategies with proven techniques• Help our clients achieve tangible business objectives

Company Overview



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• 15-time Association of TeleServices International Award of Excellence recipient (Phoenix, AZ)

• 10-time Customer Interaction Solutions Magazine Top 50 Teleservices Agencies award recipient

• 5-time Inc. Magazine “Inc. 500/5000” recipient (Fastest growing privately held companies)

• 2012 SmartCEO 100 Best-Run Company recipient

• 2010 & 2008 Consumers’ Choice Award Winner, Best Telephone Message Centre (Toronto, Ontario)

AnswerNet Awards



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• 2009 American Teleservices Association’s Spirit of Philanthropy Award recipient

• 2005-2011 CAM-X Award of Excellence Winner

• 2007 CAM-X Call Centre Award of Distinction Winner (Winnipeg, Manitoba)

• 2002 PricewaterhouseCoopers/NJBiz NJ Finest Award winner (Top 25 Best Privately Held Companies)

• 2001 Wharton Small Business Development Center and the Philadelphia Business Journal’s Philadelphia 100 recipient (Fastest Growing Privately Held Firms)

AnswerNet Awards (con’t)



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AnswerNet Services

• Network of contact centers for global access• Scalability due to our ownership of real estate under

the center• Customizable, flexible, competitive solutions• Multilingual representation• Highly experienced operations teams• State-of-the-art telephony platforms• Major U.S. client inbound & outbound service

provider



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Help Desk and Customer Support

• AnswerNet helps resolve your service and product issues• Our staff triages each call, opens trouble tickets, and

escalates calls—when necessary—to your appropriate staff member

• Multiple communication formats: Live Patch, Voicemail, Email

• Let AnswerNet process your orders and take down payment information

• Use dedicated agents who are trained to diagnose problems and help customers fix them by tapping into your knowledge base

• If field repair is required, AnswerNet can dispatch pages to get the job done



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Trouble Ticket Summary Screen: Details All Open Issues

Trouble Ticketing



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Add/Edit Issue Screen: Records All Details

Trouble Ticketing



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Issue Response Details Screen

Trouble Ticketing



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Trouble Ticketing

User Preferences/Details Screen



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The AnswerNet Difference