I-Fusion has enhanced its service-levels with the integration of HEAT helpdesk software from JSE-listed Ixchange and Tivoli.
I-Fusion`s director of Integrated Services, Rob Kimmings, says the company chose HEAT to complement its Tivoli enterprise management implementation because it was the most economically viable application that would provide an immediate entry-point to call centre management software with its fast implementation time. It also provided a method to measure how the company was measuring-up to its service level agreements.
Tivoli handles the company`s back-end processes for managed services linking the company`s WAN and remote services, while HEAT provides the front-end customer facing solution that collects information on problems and issues.
Kimmings says that HEAT was customised to fit into I-Fusion`s business processes designed around the Tivoli framework. The two applications pass data between each other to ensure that all problems are resolved in the shortest possible time using the correct technology.
I-Fusion, previously Impotek, consolidated the 12 companies in the group into three focused divisions - each positioned to move into identified markets, gain market share and offer a total information technology solution to clients. The call centre is the hub of the business and hence the upgrade to HEAT 5.01 and its integration with Tivoli.
Kimmings states that management now has the ability to focus on the delivery of service levels with trends and statistics from all calls available in real-time. The ability to measure customer delivery ensures that the company can now always provide more than the minimum levels required by customers, and management can easily track services that are not performing to specification.
According to George Meyer, contract manager at Transtel: "Our maintenance contract with I-Fusion came up for renewal in December and we extended it for a six month period. I-Fusion is prompt in its response time and the whole process is almost 100% reliable".
Customers are also empowered to take more control of their own problems by having 24-hour access to the company`s Web site to log and track problems themselves. This provides them with the opportunity to better manage their own organisation`s support, as well as the service levels provided by I-Fusion.
Prior to the initial HEAT implementation, I-Fusion`s call centre support processes would all have had to be done manually. Kimmings says that the company can now handle customers more proactively and calls get through to the relevant support personnel quickly. Calls can be tracked as they progress, giving management a birds-eye view of the state of all the service functions. Kimmings adds that I-Fusion`s support and call centre capabilities have improved tremendously with the HEAT and Tivoli solution.
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