| HRH Geological Services
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Background:
HRH Geological Services provides integrated geological software and
service solutions to the exploration and production industry
worldwide. Spanning almost 20 years, their success has been built on
an in depth understanding of their industry and attention to detail.
Their geological tools and skilled geologists transform
geological data into real business intelligence, guiding their
clients to greater productivity. And, by connecting geology to the
digital oilfield, HRH streamlines workflows promoting greater
collaboration for faster, better informed decision making.
Combined with technology and the knowledge of expert geologists
and consultants, HRH Geological Services delivers detailed
geological solutions with the potential to reduce drilling costs and
optimise recovery.
Situation:
As a software vendor with a large client base HRH Geological
Services understands the need for effective client-to-vendor
communication. From basic installation and use issues to issue
tracking, HRH needed an effective way to provide answers to commonly
asked questions as well as to manage support issues. While a company
database was in place, it was underutilized due to its difficulty of
use. Data was difficult to retrieve and the system was “a pain to
use”.
Strategy:
Being skilled software technicians themselves, HRH knew what to look
for in a well built customer support system. HRH selected the Novo
Customer Support Suite including the knowledge base and help desk.
Clients use the help desk for basic support communication, including
reactivating licenses. Clients can report problems, request features
and even transfer files by attaching them to tickets. The knowledge
base is loaded with information which allows clients to find answers
to common questions. Repeat information can now be tracked and
logged, avoiding the need to “relearn” it.
Results:
Not only is HRH’s technical support team managing requests more
efficiently, but clients can view their own records to see the
status of their requests. The administrators especially like the
flexible access levels feature which allows different end users
access to information based on defined roles. The system has been
named “a big help” by the HRH support team.
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