Katz Media Group Utilizes HelpSTAR to Streamline Processes, Identify IT Service Trends and Systematize Asset Tracking
OAKVILLE, Ontario, Nov. 15, 2012 /PRNewswire/ — HelpSTAR, a leading pioneer of help desk software, today announced that the nation’s largest media representation firm, Katz Media Group, which is known for working with national advertisers to create customized solutions by marrying legacy media, display, digital audio and mobile offerings, relies on HelpSTAR to provide its IT staff with features to streamline processes, build analytical reporting tools and increase department efficiency.
Katz’s 50-member IT team is responsible for supporting more than 1,100 employees within the company and hundreds of television stations and thousands of radio stations nationwide. Since implementing HelpSTAR’s collaborative workflow software, Katz has been able to build knowledge-based tools, business rules and queries that run weekly service level expectation reports. The team has also developed reports to track IT service trends, enabling them to proactively manage possible issues across the organization before they occur.
Additionally, Katz utilizes HelpSTAR’s software to systematize asset tracking, internal hardware and upcoming software upgrades.
“HelpSTAR’s collaborative workflow features have set the bar for efficiency and customer service,” said Walter Pantaleo, Helpdesk Supervisor, Katz Media Group. “The upgrade to HelpSTAR 2012 was flawless and we are reaping the benefits of its newest collaborative tools, including the web portal and instant messaging. Our department tracks upward of 1,000 tickets a week and we couldn’t process this many requests without these tools.”
HelpSTAR’s unique features include a rich array of collaborative objects that range from instant messages between representatives and document sharing (including encryption, check-in/out, searches and preview functionality) to integrated appointments and meetings. These enhancements enable support staff to send, receive and view communications relating to requests within one consolidated view. New features significantly increase productivity and service requests through updates, escalations, business rule transactions, notifications, alerts and role based access control.
“Utilizing collaborative software tools to increase efficiency and organize workflow ultimately leads to improving a company’s overall productivity,” said Igal Hauer, CEO of HelpSTAR. “The IT support team at Katz relies on HelpSTAR to provide superior features that successfully measure and evaluate processes to improve ROI. We are excited that Katz is taking advantage of the newest HelpSTAR 2012 features to enhance their service initiatives.”
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
About Katz Media Group:
Katz Media Group is the nation’s leading full-service media sales and marketing firm serving the broadcasting industry and online community. A subsidiary of Clear Channel Communications, Katz Media Group is based in New York and has 15 regional offices. Founded in 1888, the company was the nation’s first media representation firm and today represents nearly 4,000 radio stations and 700 television and digital multicast stations. In addition, Katz represents more than 4,000 online publishers across audio, video, display email and mobile channels. Additional information can be found at www.katz-media.com.