Service desk and client portal provide professional response to Hexagon - HxGN EAM users’ consultancy questions

The essence of a service desk is to solve client issues and answer questions in a professional manner to enable users to continue their work without having to wait for a quotation from the account manager, the signature of the person responsible at the client’s or until a consultant has time to respond.

We also note that far too many clients save up a number of issues in anticipation of one day hiring a consultant. That is now a thing of the past: with a service desk you can quickly find a resolution to your issues and questions. Time is money and this solution also automatically means that the client himself can get back to work and fix secondary issues. In addition to a service desk, Spectades has also developed a client portal in order to assist clients as effectively and efficiently as possible.

Service

Spectades technical manager Ron Wagner explains that solutions to clients’ issues and questions take priority. “In order to achieve that we have set up a service desk that Spectades clients can contact by email or via our client portal.” He goes on to say: “Ron Wijnstra is our main man for this. He evaluates the questions clients send in and either answers them immediately himself based on his technical and working knowledge or assesses how the question can be handled in compliance with the agreed response time together with project manager and service desk coordinator Maurice Lapré.”

Advantage of a service desk contract

“We created the service desk because the clients expressed a need to discuss issues they were confronting with a consultant. There was rarely time for that since Spectades is a project organisation at which the consultants are scheduled on projects. For the last three years we have been able to handle client issues and questions very professionally in the agreed response time as a result of having created the service desk. When the service desk establishes that a question it has received is from a non-servicedesk contract holder, they notify me immediately and I contact the client to explain the benefits of a service desk contract. Time and again the clients recognise the advantages and sign a contract with us,” reports Spectades account manager Rowan Doorduin.

The question… and the answer

Ron Wijnstra from the service desk responds to straightforward questions himself. For more complex the question he contacts Maurice Lapré who along with Ron assumes responsibility for the query. Maurice: “This may mean that one of our consultants can resolve the problem in direct contact with the client or that steps can be taken to do so as efficiently and effectively as possible.”

Automated and insightful

Questions submitted by email or via the client portal are entered in the Salesforce CRM program (Client Relation Management program). For the clients, the advantage of participating in the client portal is that in addition to processing service desk questions they also have insight into other issues, for example invoicing and hours worked, and can download additional information such as articles and whitepapers free of charge.

The advantages

The advantages of the service desk and client portal lie mainly in the professional handling of questions and the insight into: the status of projects; scheduled tasks; progress reports, hours worked and invoices. Information sharing has also been greatly improved through the ever-evolving support for automation.

Interested in Spectades service desk and the client portal? Please contact Rowan Doorduin, Service desk account manager. You can call Rowan via +31 6 24 17 97 49 and email via Rowan.doorduin@spectades.com.