Veolia Environmental Services Taps HelpSTAR to Keep IT Support Center Operations Running Smoothly
Enhanced Ability to Retain Knowledge and Processes Developed by Employees in a Single Organized Source Improves Efficiency and Customer Service
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OAKVILLE, ONTARIO Nov. 15, 2011 HelpSTAR, a leading provider of helpdesk software, today announced that Veolia Environmental Services North America, Corp. (VESNA) is automating its service requests and support across multiple departments through HelpSTARıs award-winning, customizable service desk software.
Veolia is the leading provider of fully integrated waste, environmental and industrial cleaning solutions to residential, municipal, commercial and industrial customers across the US, Canada and the Caribbean. Veolia first integrated HelpSTARıs helpdesk solution in 1999 to log and track service requests and IT support. The successful deployment of HelpSTAR developed a widespread demand in other departments, including Human Resources, Accounts Payable and Accounts Receivable.
³The time our employees spent manually creating trouble tickets and responding to requests was time consuming and costly,² said Jesse Norwood, director, IT Support Center, Veolia. ³Now, our staff has access to one anotherıs trouble-shooting solutions through an interactive knowledgebase tied into the call management system they share, enabling each staff member to handle a wider variety of issues competently, consistently, accurately, more efficiently and at a lower total cost. HelpSTARıs automatic generation of tickets and responses helps our employees save time, so they can focus more directly on delivering optimal customer service.²
HelpSTARıs helpdesk solution improves employee efficiency, retaining the knowledge and processes developed within each organization. HelpSTAR is capable of analyzing tickets and eliminating reoccurring issues, saving organizations time and money by improving internal and external productivity. HelpSTAR supports Information Technology Infrastructure Library (ITIL) best practices, by allowing users to create and publish solutions for common problems and standard procedures.
³Quality customer service is extremely important for any organization,² said Igal Hauer, CEO of HelpSTAR. ³Itıs one thing to acquire knowledge regarding the solutions to problems, itıs another thing to share it so that repetitive analysis and troubleshooting can be avoided and proven practical solutions can be implemented quickly and efficiently. HelpSTAR makes all of this possible through effective Knowledge Management. Veolia has been a long time customer, and its plans to upgrade and expand its existing helpdesk solution reinforces HelpSTARıs long term goal to exceed customer expectations.²
About Veolia Environmental Services North America Corp.:
Based in Chicago, Veolia Environmental Services North America Corp. is the leading provider of fully integrated waste, environmental and industrial cleaning solutions to residential, municipal, commercial and industrial customers across the US, Canada and the Caribbean. The company is part of the Veolia Environment companies in North America, with 30,000 North American employees providing sustainable environmental solutions in water management, waste services, energy management, and passenger transportation.
The Veolia Environmental Services group is the global benchmark for waste management and resource recovery and the only global manager of liquid, solid, non-hazardous and hazardous wastes. From waste collection to treatment, recovery and recycling, the company provides innovative, efficient and sustainable waste solutions to municipal and industrial clients. Its parent company, Veolia Environment (NYSE: VE and Paris
Euronext: VIE), is the worldwide reference in environmental services. With employees in 77 countries, Veolia Environment recorded annual revenues of over $46 billion in 2010. Visit the company's Web sites at www.veolia.com and www.VeoliaES.com
HelpSTAR is a leading provider of help desk software, delivering an easy-to-use problem management solution that provides rapid problem resolution and extensive reporting capabilities out of the box without the need for lengthy deployment and staff training. Designed for organizations with 10 to 100 support reps servicing 100 to 10,000 employees, HelpSTAR expedites problem handling through features such as intelligent queuing, various self-help tools, and prompts such as alarms, follow-up reminders, and automatic priority escalation. It offers both a built-in library of standard reports and custom query capabilities. HelpSTAR is available in both client/server and web-based versions running on Microsoft SQL. For more information, visit www.helpstar.com