HelpSTAR’s Collaborative Software Supports Enprotech’s Company Growth
OAKVILLE, Ontario, June 19, 2012 /PRNewswire/ — HelpSTAR, a leading pioneer of help desk software, today announced that Enprotech Corp, a global provider of support, maintenance and repair services for heavy production equipment in a wide range of industries, including automotive, beverage and steel, relies on HelpSTAR to provide its staff with extensive features that implement procedures, processes and route tickets with ease.
Mark Peckham, IT Manager for Enprotech Corp, and his seven-person team are responsible for supporting all in-house equipment, from phones to PCs to networking, supporting nearly 300 users, in 9 offices across five states. Six years ago, his team relied on Post-it® notes and phone messages to manage the influx of calls, however as the company grew, the lack of accountability, asset tracking and a proper ticketing system was severely impacting the department’s ability to “get the job done.” After reviewing several help desk solutions, Mark and his team chose HelpSTAR to solve these issues. Today, HelpSTAR 2012′s enhancements have been influential in increasing productivity and improving cost efficiency throughout Enprotech as well as their five sub-companies.
“HelpSTAR has supported us through the merging of multiple companies, allowing service to remain consistent in supporting each of their individual technologies,” said Mark Peckham. “We continue to be impressed by HelpSTAR’s support staff and the fact that the company incorporates our enhancement suggestions, something very few software companies do today. We appreciate the many features of the software, but the most crucial element is its reliability. The software doesn’t crash, it just works!”
HelpSTAR 2012 has many new features that significantly increase efficiency and service requests through updates, escalations, business rule transactions, notifications, alerts and role based access control. Unique features include a rich array of collaborative objects that range from instant messages between representatives, documents (including encryption, check-in/out, searches and preview functionality) and integrated appointments and meetings. These enhancements enable customers to send, receive and view communications relating to requests within one consolidated view.
“Our main focus is to support our clients needs and growth by providing them with tools to enhance their efficiency and productivity especially as project loads increase,” said Igal Hauer, CEO of HelpSTAR. “Mark Peckham and his team at Enprotech depend on collaborative software with superior features to extend IT service desk capabilities.”
HelpSTAR help desk software is an easy-to-use service desk collaborative suite that provides rapid issue, problem resolution and change management capabilities out of the box without the need for lengthy deployment and staff training. Designed for organizations with 10 to 500 support reps servicing 100 to 50,000 employees, HelpSTAR expedites problem handling through features such as intelligent queuing, various self-help tools, and prompts such as alarms, follow-up reminders, and automatic priority escalation. It offers both a built-in library of standard reports and custom query capabilities. HelpSTAR is available in both client/server and web-based versions running on Microsoft or Microsoft SQL. For more information, visit www.helpstar.com
Nadel Phelan, Inc.