TLC - Billing - HDT Help Desk Tool

The application HDT - Help Desk Tool enables 1° level support operators to close most trouble tickets independently, resulting in significant saving for companies and improved client satisfaction.

Just as other companies do, Mobile Operators also need to offer Help Desk services to their clients. An efficient and quick response to client claims and requests reduces management costs, improves positive publicity and client satisfaction.

Focus On

TLC – Billing – HDT Help Desk Tool

The lack of a dedicated and efficient tool for 1° level Help Desk support will force operators to forward many claims to the 2° level support. This will result in an increase of single claim processing time and of trouble ticket cost management.

Target of reference

The objective of HDT – Help Desk Tool is to reach almost 100% of calls managed directly by the 1° level Help Desk support. Thanks to its modular structure, HDT, is the ideal solution to respond to the needs of company Call Centers in any sector (with prior analysis of the most frequent issues). Specific modules are available for TELCOs.

Abstract

The main objective of HDT – Help Desk Tool – is to provide 1° level help desk support operators with a quick, versatile, user-friendly tool, enabling them to “close” client calls without forwarding claims to 2° level help desk support operators.

Advantages
The use of HDT – Help Desk Tool results in first call solution for the main issues addressed by clients who contact the 1° level of Help Desk support.
Implications:

  • Directly measurable benefits, such as the reduction of tickets forwarded to 2° level Help Desk support operators and consequently a cost reduction;
  • Less tangible but nonetheless valuable benefits from a marketing point of view, such as improved client satisfaction with 1° level Help Desk support operators;
  • The speed and efficiency of HDT – Help Desk Tool brings to companies using the tool, improved publicity and brand value.
HDT – Help Desk Tool is a support tool for 1° Help Desk operators. It reduces analysis and solution time for the main issues addressed. To respond to diverse needs, besides the basic functionalities, it is necessary to implement specific modules of the tool, based on services offered. HDT has a modular structure, with different modules for every single situation but with the same engine. It is relatively simple to add modules to extend the functionality of the product.

In order to respond to diverse needs, besides the functionalities offered by the single engine, it is necessary to implement modules based on services offered. In particular, to respond to the needs of mobile operators, there are specific modules corresponding to three types of clients:

  • Consumer Contracts,
  • Prepaid Business,
  • Postpaid Business.

The HDT module for Prepaid Consumer clients is currently in the development phase. Other Modules are in constant evolution to respond to the less frequent issues addressed in the various client scenarios.