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April 23, 2008

MERA Systems Introduces Helpdesk for Service Level Agreement Fulfillment

By Tim Gray, TMCnet Web Editor

MERA Systems (News - Alert) today announced the introduction of Helpdesk as a key interface used for customer care service. The Helpdesk enables prioritization and automatic escalation of requests, ensuring that customer’s Service Level Agreement (SLA) is fulfilled.

The Toronto-based MERA says its customers can now submit trouble tickets at company’s Helpdesk to resolve system errors of the MERA products deployed on their networks and file service requests.

These trouble tickets may be allocated to technical support or customer care department. Technical support team processes installation and setup requests registers software errors and consults customers about products' functionality and configuration, according to the company.

Customer care team then work with suggestions to improve products' functionality or accompanying documentation and marketing materials.

In adddition, users can also benefit from information sections available at Helpdesk, while the News section covers relevant information about MERA products and new services. The Download section features the latest versions of product documentation and release notes.

The Knowledgebase section includes a list of issues reported and fixed in different versions of MERA products and the list of functionality enhancements planned for future product releases. The lists are mainly based on MERA customers’ suggestions.

MERA Systems first launched the Helpdesk in 2007 and has already yielded positive results from the but the service. According to a poll conducted among MERA Helpdesk users in March 2008, 80 percent of the respondents have rated the quality of technical support provided via Helpdesk as high.

The average grade was 4.3 out of 5 and the majority of customers rated their satisfaction with the professional competence of engineers as 4.5. On the whole, more than two thirds of respondents expressed their confidence that the quality of the technical support service improved since MERA Helpdesk was launched. The rest of the customers remained neutral about the changes, according to the company.

Now, MERA Helpdesk will also facilitate communication between MERA staff and clients. The service provided via Helpdesk has been extended to a new 24x7 schedule. Technical support was available on weekends only in emergency situations, but now customers can address MERA staff anytime. The new schedule ensures promptness and efficiency of the service.

“MERA staff continues working on enhancing Helpdesk capabilities according to customers’ requests. Within the next 6 months the company plans to introduce a list of frequently asked questions (FAQ), add information about new products and a forum for customers,” the company said.

Tim Gray is a Web Editor for TMCnet, covering news in the IP communications, call center and customer relationship management industries. To see more of his articles, please visit Tim Gray’s columnist page.

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