Help Desk

As previously discussed, every system user should have a comprehensive Help Function included within CRM software, which may or may not include system User Documentation online. In addition to the Help Function, there also should be a Help Desk set up in support of your CRM system. Most often users call the Help Desk using a telephone, though some companies have implemented a Help Desk that offers multimodal access (e.g., e-mail system or Intranet system).

The Help Desk fulfills several important needs, including one phone number to dial when the user encounters a problem that seems unfixable. This in turn implies that the Help Desk should be staffed with properly trained personnel and supported by a system that allows for proper logging and tracking of callers' questions. In smaller companies, the Help Desk may be integrated with the systems administrator function. In larger companies, the Help Desk may contain staff specifically trained to support CRM applications only or individuals trained to support more than one application within the company.

For a Help Desk to be successful, strict business procedures need to be in place to handle incoming questions. For example, each question received needs to be logged in so that there is a record of the types of questions received. When a caller's question cannot be answered on the spot (often called first-line or first-tier assistance), the Help Desk should then route the question to the appropriate individual within your company (second-line or second-tier assistance), such as the systems administrator, and track the question until it has been successfully resolved. In the worst case scenario, the question may require changes to the software code (third-line or third-tier assistance), which may mean that the Help Desk routes the question to the systems administrator, to the IT department, or even to outside software vendors (especially if third-party software packages are being used).

Regardless of the type of question received and its subsequent routing, once the caller's question has been resolved, a summary of how long it took to resolve the question as well as the solution to the question needs to be logged into the Help Desk's system. Reports generated from this information, are used to improve the functioning of the Help Desk as well as to prioritize training needs or system alterations and enhancements.