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Our pre-sales support helps you to analyse your business issues and to evaluate HelpLINE’s powerful configurations to deliver fit-for-purpose solutions.

Once you have selected HelpLINE, our consulting support provides assistance to install, optimise and configure the software. We will support and advise you through the initial customisation process to get you off to a fast and successful start. See our 6 stage engagement process

Our ongoing Consulting Services include:

  • Health checks
  • Reporting
  • Automated workflows
  • Application integration
  • Configuration
  • Service Desk optimisation
  • Hosting support
  • Upgrade support
  • Training-needs analysis

Customisation support

HelpLINE is highly customisable and well documented and we will provide full consulting support should you require our assistance in making the most of these capabilities.
Typical recent examples of customisation support include:

  • Customising your input screens to meet your operational needs
  • Customising the web interface for full organisational access
  • Customising the email facilities to meet your specific requirements
  • Automating and developing additional reports
  • Automating regular customer surveys
  • Importing data from external applications
  • Change and release management workflow applications
  • Setting up service requests through customised web forms
  • Developing sophisticated workflow applications
  • Implementing escalation management to meet your Service Level Agreements

Installation support

We offer trials and project management support to install and deliver successful solution implementations.

Our implementation support modules are designed to help new clients get up and running quickly and smoothly:

  • Planning modules – help you plan a successful HelpLINE implementation
  • Product installation – ensures HelpLINE is installed and ready for basic use
  • Configuration – sets up HelpLINE for the way you want to use it
  • Quick Start – a comprehensive and intensive start-up support package



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