Meet the Microworks Helpdesk

by Natasja de Wet

Client Services - Microworks (Pty) Ltd.

posted 15 September 2011

The Microworks helpdesk is a team of dedicated and highly skilled people, ready to assist you with any VoyagerNetz related queries.

Want to know how to generate your month-end report? Or how to load new cases from Excel in bulk onto VoyagerNetz? Assistance is only a phone call or an email away.

10 Ways how you can benefit from making use of the Helpdesk:

1. Support Credits

   25% of your VoyagerNetz License fee will be allocated to Support Units. When you require support, the time spent on the call will be deducted from your Support Unit pool, should the call be billable. Issues like bugs will not be billable and will therefore not be deducted from the Support Units. Only when you do not have any Support Units available, will new units need to be purchased for Support to be available. Support Units expire after six months.

2. Customize to meet your needs

   Ever experienced that the court that you are dealing with doesn't accept your legal documents? Well, we have the perfect solutions to assist you with this headache - you can either make use of our Document Writer available and design your own templates or we can create these documents for you. Do your clients need feedback on a monthly basis in the form of a report? We create custom reports according to your specifications.

3. Suggest better ways

   When speaking to clients, we sometimes realize that we can offer them better and quicker ways to perform certain tasks with the external utilities that we have available. These external utilities can save users a lot of time and increase the productivity of their business.

4. Re-occurring Calls

   A problem or query that might seem to be a huge problem to you might be something that we deal with on a daily basis and can be quickly resolved, based on work previously done.

5. Help us help you

   By telling us about a specific need you have, we might consider adapting our product or service to be of benefit to all our clients. This will add value to your business and our product will also benefit from it.

6. Remote Support

   Thanks to information technology, we are able to help you via the internet with a remote support solution. This enables us to respond to your query quicker and it will be more cost effective as you don't need to pay per kilometer travelled to your offices or per hour spent on site. Only the time spent on the query will be deducted from the Support Units.

7. Know the product

   There is no such thing as a dumb question! With the remote support solution that we use, we can easily guide you through the use of a specific function or if it is a relatively simple function, we can explain over the phone how it's used.

8. Key contact

   At bigger organizations, we prefer to have one person communicating all queries to the Support Helpdesk. This prevents the situation where 5 users of an organization phone the helpdesk with the same issue.

9. Call logging system

   We are making use of a system where every call gets logged and notes are captured on every call. Only when the client confirms that the query was resolved will the query be closed on our side.

10. The extra mile

    We often deal with calls where the problem is not a VoyagerNetz related problem. In most cases you will find our staff going the extra mile to find ways to resolve the problem. Just keep in mind that our expertise lies in VoyagerNetz and not in setting up your network or sorting out hardware problems.

The key to extracting real business value from VoyagerNetz lies in its correct usage. We are here to help you make this a reality.

About the Contributor

Microworks (Pty) Limited is a leading specialist debt solution company in the Republic of South Africa. We deliver integrated consulting and debt collection software solutions to hundreds of companies across various industry sectors such as finance, education, healthcare, third-party collection, government and many more. We work with organizations to develop solutions and continually create innovative means to improve collection performance and enhance our customers' profitability.

Ms Natasja de Wet is a Support Person for Microworks.