With dante helpdesk customer satisfaction by 20 percent to increase the manufacturer a3 system the helpdesk solution dante has fundamentally revised helpdesk new knowledge of user experience research. The software has been evaluated in a scientific research project in a call center. The field trial demonstrated that the caller satisfaction can be increased by 20 per cent helpdesk with dante. Redesigned by dante helpdesk we have used consciously on the factor of user experience. The Callcenteragenten should have a positive user experience with the operation of their help desk software”, explains Rudolf Klein, Member of the Executive Board of the a3 System GmbH. in a long-term experiment we have shown empirically that the agents are more satisfied and more balanced and also motivated and quality-oriented work.” Satisfied Callcenteragenten satisfied customers provide contact center and support center are confronted increasingly with demand for a high quality of service. The callers expect competent and effective services and also a friendly customer communication.
Without a customized helpdesk solution these requirements cannot be met mostly. Since 2004, the Saarland manufacturer a3 system developed the helpdesk solution dante helpdesk. The software is suitable in particular as knowledge and process management in the call center. in 2007, dante became helpdesk as the Initiative Mittelstand awarded innovative software product in the category knowledge management innovation award. The telecommunications provider Alice/HanseNet, the product is in use. Via the a3 System GmbH a3 system is a solution provider for demanding business applications and integration projects. A3 systems designs, develops, and tests software solutions based on accepted industry standards and best practice “-approaches.” Project-specifically put together teams of experts accompany the projects through all stages of the analysis and specification through design, implementation, and integration to introduction, maintenance and operation.