The Opportunity Alliance

The Opportunity Alliance

The Opportunity Alliance is a non-profit Community Action Agency serving individuals, families and communities across Cumberland County, Maine. The Opportunity Alliance provides programming including Early Childhood Education, Family and Community Supports, Mental Health Services, Crisis Intervention and Prevention, Information and Referrals, along with numerous other community initiatives.

The Opportunity Alliance has been a client of Help Desk Technology Corporation since 2006 and uses ServicePRO as a Help Desk Ticketing solution.

Industry

Non-profit Community Action Agency

The Challenge

The Opportunity Alliance found that they were receiving numerous requests a day requesting information on setting up an account or resetting a password for their online payroll application.

The Solution

Using ServicePRO Automation features, they designed a rule to automatically identify these payroll application-related requests and send the corresponding response.

The Benefits

By automating this process, The Opportunity Alliance reduced staff time required to handle these requests significantly, and also ensured a timely, standardized solution was sent to all users requesting the same service.

The Challenge

The Opportunity Alliance found that they were receiving numerous requests a day requesting information on setting up an account or resetting a password for their online payroll application. They found themselves responding to each of these requests the same way, unnecessarily tying up support resources, and looked for a more efficient solution.

The Solution

Using ServicePRO Automation features, they designed a rule to automatically identify these payroll application-related requests and send the corresponding response.

This was accomplished by searching for keywords in email subjects used to generate the request. The rule would also automatically dispatch the request to the correct location and categorize it accordingly. Once this rule had run, support staff.

The Benefits

By automating this process, The Opportunity Alliance reduced staff time required to handle these requests significantly, and also ensured a timely, standardized solution was sent to all users requesting the same service.

“The biggest benefit is the amount of time that it has saved the payroll staff. They no longer have to dispatch and manually respond to those requests. ServicePRO takes care of 99% of those types of requests.” – Carole Swenson, Desktop Support Administrator, The Opportunity Alliance.