Corporate intranet projects are also becoming increasingly popular as a means of improving productivity and employee and departmental communications.
System Support and Online Account Guide |
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The site provided help desk agents the necessary information related to the customer support system. This included everything from Announcements to reference manuals and the latest software updates. Agents also received information related to hardware and software requirements, and who to call when they had a question or system problem. |
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Another area of the site provided the necessary methods, tools,
and procedures for setting up new accounts to use the system. This
included everything from how to collect and submit the system data
for new clients to how to request reports and new agent training. |
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From anywhere within the site, users could easily access a form
to ask questions or to make comments and suggestions to improve procedures. |
| To encourage use of the online information, conference calls were held to orient employees in using the new materials and becoming familiar with the structure of the web site. Because of these orientation sessions and management support, the site became widely used. Significant customer benefit resulted from both improved procedures and software distribution cost savings. |
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