GE Capital Motor Finance (GECMF), a division of GE Capital Services, one of 12 General Electric (GE) businesses worldwide generating over R40 billion in profit each year, has selected HEAT for Windows from Ixchange Bendata to computerise the company`s central processing unit.
"General Electric has helpdesk operations all over the world. We were able to benefit from its experience," says Colin Dunleavey, information services infrastructure manager. "HEAT for Windows has already been placed on a corporate list of approved products being used elsewhere in the company. This enabled us to save a great deal of time on the evaluation process, which would otherwise have involved detailed and thorough testing before we could select the right software.
"As well as saving time, we were able to discuss our requirements for a package, and our objectives for the support centre operation with people already using HEAT. By the time we made our decision we were confident the software would meet our needs and that we were making the right choice."
As one of the latest client-server helpdesks, HEAT for Windows enables GECMF to produce automatic reports and track the history of a call. It can also detect trends. "For example, we can now see when the busiest times are for the help desk and arrange for extra helpdesk staff during those hours," explains Dunleavey.
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