BMC Solutions has designed BizTech Expert as a suite of
service portfolios that bring costs savings to the bottom line. BizTech Expert
support services include desktop application and hardware support delivered via
Web-based self-help tools, email, or telephone.
Additionally, we also can coordinate on-site services either
by a reseller provider or by our own resources.
Program features and benefits include:
BizTech Expert combines user assisted support services through on-line
FAQ’s, email submission requests and live answer telephone with a qualified
technician. These self-help resources are delivered 24 x 7 via BizTech Expert,
with reporting and administrative capabilities that ensure ALL your questions
receive a timely response.
The task of minimizing downtime falls to the responsibility of the corporate
help desk. The success or failure often times influences productivity which
effects business results for the company. Building, staffing and maintaining the
corporate help desk can be an overwhelming task in a business climate of
shrinking budgets and shortages of skilled workers.
As a supplementing tool to the corporate internal help desk, with the
assistance of BizTech Expert you can now enable the company to dramatically
reduce the costs of providing technical support services to employees. You can
achieve this while increasing productivity across the organization and improving
the overall support experience.
BizTech Expert also incorporates sophisticated support incident tracking and
service level monitoring reporting tools. The online support services combined
with the tracking and reporting tools provides a complete capability to allow
channel partners and corporations to outsource their technical support problems
to us.
Our approach allows us to implement a fully functional solution for a
corporation QUICKLY with minimal upfront investment.
The BizTech Expert tool can help users solve problems themselves, with online
directories or other published information, without the assistance of a trained
technician.
It can also help towards solving simple application support problems in which
the user needs assistance to use an application or feature, but in which the PC
is not malfunctioning. This involves a direct answer technician.
BizTech Expert can also in certain instances help users tackle more
complicated problems with malfunctioning hardware, software, operating systems,
or a combination thereof, which require further research of manufacturer's
resources.
As an option, BizTech Expert can customize a support offering that covers
hardware related issues that require on-site ‘break/fix’ response nationwide
anywhere in the US including Alaska, HI, Puerto Rico and certain parts of
Canada. This offering comes at an additional charge. Contact your reseller for
more information.
