OTRS Help desk Implementation
We specialize in providing complete solution to the helpdesk systems. We have the required expertise in creating online helpdesks with OTRS. We provide the best-of-breed incidence and problem management solutions. Our expert implementation methodology essentially has:
Business objectives-driven requirement analysis which basically elaborates the purpose of the application and the expected goalsGap analysis which reviews the existing processes and the target processesProcess design which covers all the aspects of the process in detail, planning of the required resources, training, and commitment from the management, etc. A methodical study is done to determine the process optimization required for the support of the business operations. It focuses entirely on functional design, data migration strategy, interface definitions, and design.Application design phase which involves conversion of the detailed processes into customized application project plan and defining the key tasks and highpoints required for implementing the desired processes into a preferred application. It includes configurations and customizations, technical designs for the interfaces, database design modifications, and workflow design.Integrated testing, data migration, and trainingLive run of the solution, support, and incidence resolutionWe deploy ITIL-certified professionals and developers in the design and implementation phases and use industry best practices to reduce project risks and to ensure the best outcome. The solution assists in:
Implementation of best practice proceduresImprovisation on important steps such as first call, time taken to repair, and reoccurring issuesUsers encouraged to rely more on FAQs, known solutions, and online help for their common issues rather than calling the helpdeskAvoidance of future issuesBoosted customer satisfaction ratings thru’ apt responses and servicesEnabled service desk mergingKTree provides systematic maintenance and support. If there are any change requests, we do the implementation for the new features and restructure them. We ensure that the solution provided to the client has minimal customization, as we use proven technologies.
