Seeking operational improvements across all of its departments,the $1.7 billion Spokane Teachers Credit Union in Liberty Lake, Wash.implemented collaborative help desk software from HelpSTAR in 2010 and is now reaping many benefits, theOakville, Ont.-based vendor announced.
|The credit union turned to HelpSTAR when it outgrew its internalhelp desk system, which directed all support requests to a singleemail account that was monitored and routed manually by adispatcher, HelpSTAR said. Now, all 500 of Spokane Teachers CU'semployees in 15 branches use the software suite designed tostreamline problem resolution and workflow.
|“We initially implemented HelpSTAR in July of 2010, providingaccess to 20 support technicians,” said Eric Stoker, networkadministrator of applications for Spokane Teachers CU. “Today, thesoftware is being utilized across multiple departments within theorganization. We are very pleased with the capabilities we nowhave, including the seamless routing of online support tickets tothe appropriate department.”
|According to HelpSTAR, one major benefit of the software forSpokane Teachers CU is that it automatically routes incoming emailsto the appropriate departments after scanning their subject linesfor keywords.
|In the near future, the credit union will implement other keyfeatures of HelpSTAR's software, such as its Web Portal and socialsoftware aspects, Stoker said.
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