Support Services

For many Support Services organisations, running the helpdesks associated with different contracts is the most difficult part of their business, but Message Pad is now on hand to offer a prompt and professional response and provide solutions to ensure the successful management of your contracts.

• Message Pad can install intelligentContact™ for you to run your own helpdesk
• Or, outsource your helpdesk to Message Pad.

Message Pad has leveraged a decade of experience in providing help desk services to create customisable process-centric solutions that deliver incomparable customer service and support. Our solution is available as a “hosted” helpdesk application delivered to your staff in your premises, an outsourced service through staff in a Message Pad centre or as a cost effective unique combination of both options which amongst other things ensures an “always on” disaster recovery solution at no additional cost.

Our intelligentContact technology allows all the different obligations of each contract to be incorporated into one simple desktop, either for your own staff to use in-house or for Message Pad agents to use as part of the outsourced service. Databases of locations, assets, warranties, maintenance plans, SLAs, staff skill sets, escalation rules and rosters, possibly with regional variations and subcontractors, can all be accessed at point of contact with your client or their customers so that the correct action is always taken quickly.

Key Features & Benefits

• Centralised communication 'hub' for effective job resolution
• Offer reliable, secure 24/7 services to all clients
• Scaleable technology allows for quick start of new contracts
• Detailed bespoke management reporting available for end-to-end contact monitoring.

Read the Almex/First Group case study for more information on complex support service solutions.