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Power Quality Consultants is a wholesale distributor of power protection productions and IT infrastructure solutions to resellers and clients across Australia. Apart from the technical expertise the team brings in, the focus on providing comprehensive product service - post sales and installation has helped the company successfully expand to newer locations across Australia and serve a wider customer base.
Renata Anakin, Marketing Manager with PQC spells out how HappyFox Help Desk Application has helped her team respond quickly to requests from employees within the organization thereby streamlining their internal support system.
Challenge
The Manual and paper systems we had in place, did not help track responses to critical issues. We also encountered problems with the transfer of knowledge across particular issues as they moved through multiple staff members.
Implementation
We use HappyFox primarily to manage “Requests for Quotes” that are submitted by our customers. Our key requirement was to be able to centralize all these requests under a single umbrella and then have our sales team manage requests in an efficient way.
Most requests for quotes are submitted via HappyFox’s dedicated Support Center but we have a number of clients who prefer to send us an email. HappyFox has made it real easy for us to manage requests submitted through both these methods.
Results & Benefits
We now have complete logs of our issues with our vendor. HappyFox Help Desk Application has enabled remote staff to access information without having to scan documents. We can also now move issues requiring the action of various staff members without having to retell the same story multiple times, all the history of every ticket is there at our finger tips. Storing critical information such as retrieval date of loan equipment has helped us save costs on the losses we incurred earlier.
Our experience
The tool has saved us considerable time and effort trying to stay across issues. Our experience with the HappyFox support team has been great. Their responses have always been timely and very helpful
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