Walldorf, October 1, 2001. - REALTECH AG, the leading provider of Technology Consulting, Software Solutions and Hosting of complex e-Business environments, has started offering theGuard! Helpdesk for a monthly fee via the Internet. This enables small and mid-size companies to immediately take advantage of a Helpdesk solution. Because the software is run entirely from REALTECH's data center, customers don't need to invest in hardware, close service and maintenance contracts or worry about updating the system. The monthly operating costs are also easier to determine because the fee is based on the number of registered users.
theGuard! Helpdesk is suitable for large and location-independent Service and Call Centers. Together with the knowledgebase, theGuard! Helpdesk's flexible and easily configured rule-based system, enables helpdesk employees to solve incoming incidents in real-time. Horizontal, vertical and time-driven escalation management options help expedite the problem solving process. Additional functions such as customer, document, message and schedule management are also integrated.
Pre-configured management messages provide a means to evaluate the incidents' status using different criteria, and the open interfaces enable theGuard! Helpdesk to be integrated with system management and trouble ticket solutions. Additional components that send system messages to support employees via fax or SMS can be added as needed. You also have the option of establishing a direct line to our system consultants so that they can get involved in the problem-solving process if so required.
Integrated knowledgebase
Successfully processed incidents are transmitted to the knowledgebase. The pool of available data from which the knowledgebase draws its information grows with every transaction that is processed, enabling future queries to be processed even faster. Employees can store all of the solutions and relevant information about products and people - for example the incident's history - in the Helpdesk system. Additional sources of information, such as tips and hints, can be imported from external knowledgebases. theGuard! Helpdesk's knowledgebase also supports several languages, enabling you to enter and view queries in any one of the supported languages.
Live Demo available on the Internet
You can access the demo version of theGuard! Helpdesk through
REALTECH's homepage or directly via the link
demo.realtech.de. Here you can experience the typical Service Center processes through the eyes of support employees and customers.
theGuard! Helpdesk was specially developed for web-based processes. It is successfully used in REALTECH's own Service Center, as well as by a number of well-known enterprises. For example, the Walldorf-based Schweickert Netzwerktechnik GmbH, the network specialist in SAP environments, use the workflow-based solution to coordinate their service jobs. Network events are directly transferred from theGuard! NetworkManager to theGuard! Helpdesk and processed around the clock by the Schweickert network experts.
theGuard! Helpdesk is part of the theGuard! System Management Solutions, a comprehensive family of products that helps manage systems and applications in hybrid IT infrastructures.
