Intalio|Helpdesk

Better customer care with greater efficiency.

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Lower Support Costs, Higher Agent Productivity, Maximum Customer Satisfaction

Giving your customers the kind of remarkable service & support that keeps them coming back — especially when you have to deal with issues like escalating call volumes and increasingly complex cases — has never been more difficult. Thankfully, Intalio|Helpdesk is making customer service & support easier and more efficient for organizations of all types and sizes.

Intalio|Helpdesk gives you the instant-access tools you need to boost customer satisfaction, accelerate response times, and put cases behind you quicker than ever. With Intalio|Helpdesk’s highly automated and streamlined service & support management on your side, your customer service team’s workload plummets, support calls become relationship-building and sales opportunities, and every call center agent turns into a great call center agent.


Rich User Interface

Intalio|CRM boasts a rich and intuitive AJAX user interface that provides each user with an engaging and interactive experience. At the same time, this modern, fast, and user-friendly interface is highly intuitive, allowing sales, marketing, and support staff to rapidly and easily navigate the system’s features and functions. Intalio|CRM is designed to enhance all phases of the customer lifecycle by streamlining and automating key processes across all customer-facing departments and operations. Features common to most Intalio|CRM modules include:

Fully Customizable User Views
Record presentation can be tailored to meet specific information needs by selecting columns; changing sort orders, groups, or filters; adjusting formatting; or choosing grid or calendar views.

Tags, Folders, and Categories
Users can manage their own folders and subfolders, multi-colored tags, and other features that allow for intuitive organization and categorization of all records in the database.

Global Search
Global full text searches and advanced or user-defined searches make it easy to instantly locate any record, group of records, document, or email.

Search Folders
Previous searches can be stored as “virtual folders” for future use.

Changelogs
Tracking of all record modifications in an easy-to-read change log can be organized by modification date and user.

Activities and Histories
Complete, real-time visibility into the activities and histories associated with each record. Users can track all communications and correspondence (phone, email, fax, letters, direct mail, etc.), monitor pending commitments, see what products have been purchased or evaluated, and more. Complete record histories can be viewed at an individual contact or company-wide level.

Document and Note Attachments
Documents, files, notes, and other important information can be attached to any records.

Quick Add
Pervasive "quick add" forms enable the rapid creation of new records.

Import/Export
Import from or export to Excel, CSV, and other common file formats. Save custom import formats for later use.

Clone/Deactivate
Record cloning and deactivation eases user management.

Find and Merge Duplicates
Advanced duplicate record detection and merging ensures a clean database and accurate information.

Mass Update and Delete
Bulk record updates and deletions saves time when the same changes are needed to be made on multiple accounts.

Sharing and Ownership
Flexible record assignment and sharing options enhance collaboration.

Print and Print Preview
Records can be printed or previewed before printing. Records and reports can also be saved as PDF documents.

E-mail Integration
Seamless integration with e-mail. All incoming and sent emails are automatically linked to the appropriate record for easy tracking. Supports any Gmail, Yahoo! Mail, Microsoft Exchange, Lotus Notes, or IMAP4/POP3 account.

Intalio|Helpdesk helps service teams to more efficiently and effectively open, manage, and track support cases. Every customer interaction can be leveraged as a learning experience, with related data transformed into real-time intelligence that can help make every call center agent or service professional as successful as possible. As a result, customer communication becomes more cost-effective, the productivity and accuracy of phone-based service is increased, and response times to customer issues and problems are much faster.

Call center managers want two things above all: lower costs and higher rates of successful case resolution. Often though, these two goals seem mutually exclusive, particularly in environments where incidents, contacts, support activity logs, and case resolution statuses are scattered among multiple applications, agents, and sites. Intalio|Helpdesk cuts service center costs, time-to-case-resolution, and customer frustration at the same time by providing a single, integrated point of contact, thanks to the following features:

  • Establish a single point of contact for all user requests, incident reports, or other customer-related issues.
  • Coordinate service & support across multiple channels, including the Web, phone, email, and live chat.
  • Track all service inquiries, incidents, and problems from end-to-end.
  • Real-time support initiation, status, and resolution information.
  • Accelerate case resolution by establishing formal, fully-automated processes.
  • Increase revenues by uncovering up-sell and cross-sell opportunities during service delivery.
  • Track first call resolution, average time to resolution, and other important metrics.
  • Enhance phone productivity and call handling accuracy.
  • Tight integration with contact information, case analytics, order fulfillment, and all other Intalio|CRM features.
  • Complete customer-side and service-side email management.
  • Easy call center agent collaboration.

Intalio|Helpdesk streamlines and automates the creation and maintenance of service contracts. Users can dynamically generate new contracts, track contract status from drafting and review through approval and signing, and better manage renewals and amendments. Whether your organization offers just a few service level agreements or dozens of them, Intalio|Helpdesk organizes them all and helps to make sure all customers get the support they’re due:

  • Create and manage contracts with user-defined service levels.
  • At-a-glance SLA terms, dates, and billing/payment information. Quick links to hard and soft copy locations.
  • Automated expiration notices.

Product defects and bugs are inevitable — but they don’t have to be inevitably expensive. Intalio|Helpdesk gives you the capabilities you need to stay on top of bugs and squash them before they grow to require costly extermination measures. With Intalio|Helpdesk, companies can improve product quality, and in turn increase customer satisfaction and loyalty.

  • Automated bug and defect categorization and personnel assignment.
  • Identification of patterns and trends in product breakdowns.
  • Creation of an easy-to-access log of all known product defects.
  • Frequency monitoring of problem occurrence.
  • Real-time tracking and resolution reports.
  • Multiple releases configurable by system administrator.

As your product lines grow, piece by piece, so does your knowledge base — continually and exponentially. With Intalio|Helpdesk, companies can create a centralized knowledge management database that provides fast access to articles, product documentation, training manuals, and other materials that can help support teams and call center agents to more effectively address client issues.

  • Dynamically capture and store new knowledge.
  • Track answers to frequent service & support queries as part of the problem resolution process.
  • Quick, advanced, and full-text search.
  • Easy categorization and intuitive article management.
  • Access the knowledge base from Windows, Mac, and Linux/Unix systems as a local drive using WebDAV.

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