Grouplink Appreciation Dinner Presentation

transcript

GroupLink’s Appreciation Dinner

Keaton GerrardCustomer Care Representative

kgerrard@grouplink.net

Presenters

Dave Turner

President & CEO

Kathryn Thomas

Customer Care Manager

Brian Kap

Explorer Product Expert

Dwain Kinghorn

SkyCentral Product Expert

Your Customer Care Team

Kathryn Thomas

Customer Care Manager

kthomas@grouplink.net

Kyela Davis

Customer Care Representative

kdavis@grouplink.net

Keaton Gerrard

Customer Care Representative

kgerrard@grouplink.net

Andrea Pillsbury

Customer Care Administration

apillsbury@grouplink.net

Aimee Kocinski

Marketing Communications Coordinator

akocinski@grouplink.net

Kyle Heath

Customer Support Representative

kheath@grouplink.net

Dan Cabrera

Customer Support Representative

dcabrera@grouplink.net

Connect with us!

Facebook http://www.facebook.com/everythingHelpDesk

LinkedIn http://www.linkedin.com/company/grouplink

Twitter http://www.twitter.com/GroupLink1

Google+ https://plus.google.com/111599861763768167702

Customer Webinars

Join us for our customer webinars for

– Updates on latest and upcoming releases

– Information on better using everything HelpDesk

– Best practices from your peers

– Opportunities to ask questions to your Customer Care Team

Join our email list or find upcoming webinar announcements

at www.grouplink.com/customerwebinars.html

We’d Love to Thank You!

Tell a friend about everything HelpDesk and you’ll get*:

$50 when a qualified referral sees a demo

$200 when they purchase everything HelpDesk

Send referrals to info@grouplink.net or 801.335.0700

*Details at www.grouplink.com/customer-referral.html

Dinner Survey

Be sure to fill out our survey and be entered to win $100!

Mission Statement

To further its leadership of best-practices CRM

and Service Support solutions for Microsoft,

Novell and Linux platforms.

Vision Statement

Delight our customers by consistently delivering high-performance support services, support materials, and products that exceed their expectations and leverage their existing IT investments.

Maximize employee opportunity and performance by enabling them to be passionate about, and excel in, their growing stewardship and contribution.

Increase company focus and value by growing highly profitable business units recognized as leaders in their markets.

Market & Product

Targeted SFA / CRM

State/Local Gov’t Other

Target I.T. Professionals

Plant seeds in I.T. departments -- create loyalty

K-12 State/Local Gov’t OtherHigher Ed

User Self-Service Portal

SMBs Other K-12 State/Local Gov’t OtherHigher Ed

Network Asset Discovery

Customer Care Priorities

– Answer the phone / pick up the phone and make a call

– Don’t make promises unless you WILL keep them

– Listen to our customers

– Deal with complaints

– Be helpful - even if there’s no immediate profit in it

– We should always be helpful, courteous, and knowledgeable; get

someone on the phone that can help

– Take the extra step

2010-2013 eHD Growth Review

2010 2011 2012 2013

eHD Customer Growth 9.9% 16.6% 12.2% 7.6%

2014 and Future Growth:

Ongoing focus on key industries

Strategic Partnerships

Customer Referrals

everything HelpDesk Latest Release

Version 10.3

- Integration with Explorer

- Added new asset fields

- Custom fields – dropdown re-ordering

- Custom fields can now be disabled in order to keep an old

value for data integrity

Learn more at downloads.grouplink.net

GroupLink Roadmap

everything HelpDesk v10.4 anticipated November 2014

- CAS Integration for SSO

- Individual email: send email to individuals instead of group

- Login button after resetting password

- Confirmation message for Knowledgebase emails

- Mail queue: send outgoing messages from a queue

- Reply to survey email will not generate a new ticket

- Email to ticket – handle HTML inline images as attachments

GroupLink Roadmap Cont.

everything HelpDesk v10.5 anticipated Q1 2015

- Last modified date stays the same when KB article is viewed

- Location will reset when contact is changed

- Level 3 tickets

everything HelpDesk v11.0 anticipated Q2 2015

- SLA project

- My Tickets screen save sort order

- Auto-complete on the CC/BC fields

Explorer Overview

– Discovers all network devices, including printers, servers, switches,

and more

– Provides detailed analysis of the network and connected devices

– Discovers inventory details for every IP device on the network,

including wireless and virtual components

– Imports all or selected discovered devices into everything

HelpDesk’s internal asset tracker

Common IT Problems

– User cannot log in remotely

– Workflow for software and hardware

requests

– Is it approved?

– Is it in the budget?

– Technology department is overworked and

understaffed

– Budget

– Cloud-based, hosted solution removes the need for

maintenance of an on-premise solution

– Save time and money

– Automated, secure, verified password reset

– Workflows with approval chains tied to Active Directory

– Automate end user processes, resulting in reduced

support calls, increased productivity, and improved

end user satisfaction

Solutions to Common IT Problems

– A cloud-delivered self-service portal that automates processes to

fulfill the most common user request services

– Automate business processes and leverage your investment in

Microsoft’s Active Directory and System Center Configuration

Manager (SCCM)

SkyCentralTM Portal

– Password reset with Active Directory

– Hardware requests

– Software requests

– Approval chain flows

– Link to create a help desk incident

– Link to a knowledgebase

SkyCentral Portal Features

– Cloud-delivered, customizable, and easy to use

– Reduces support calls, minimizing technicians’ workloads

– Increases productivity

– Provides an audit trail with reporting capabilities

– Improves end user satisfaction

– Inexpensive and easy to deploy

– Provides an open, customizable, and integrated set of web services

SkyCentral Portal Benefits

SkyCentral Architecture

Thank you!