In order to resolve the issues of end users, partners and customers in a timely and efficient manner, Newgen Software Technologies has developed a Help Desk System. Newgen’s Helpdesk System is an automated system to register, resolve and respond to the queries of the customers. This system comprises of OmniFlow and OmniDocs. It takes care of customers’ queries and complaints in a systematic manner.
Customers can also send across their queries via email at: helpdesk@newgen.co.in
It consists of a three level support system as mentioned below:
- Level 1 - Newgen’s staff members will be the Helpdesk Executives of the newly developed Helpdesk System. They will register all customers’ complaints. They will further route these complaints to the concerned departments
- Level 2 - Members from Newgen’s Products/Process support groups will trouble shoot the problems
- Level 3 – Newgen’s senior executives including Group Leaders, Project Managers and Group Heads will provide advanced level support in case the problems cannot be resolved at Level 1 and Level 2
This Helpdesk System will also follow a 3-Level Escalation Mechanism
This is how it works:
If the desired response is not entered in the system within the stipulated time period, then an e-mail trigger will be sent to the group head. If the group head is also unable to take any action within the specified time, then an e-mail trigger will be sent to his/her superior officer for further action.
BENEFITS FOR CUSTOMERS
- Customers will get a single and central point to report and monitor the problems
- Customers will get the solution of the problem, as per the defined SLAs
- Customers can send an e-mail to helpdesk@newgen.co.in. They can share their details: their name, their organization’s name, and location, product’s name, problem description, severity, and contact number, etc. Once the complaint gets registered, it will flow through a predefined workflow for its resolution
- Customers can check the status of their complaints via e-mail (mentioning their unique problem identification number generated at the time of complaint registration)
SERVICE AVAILABILITY
Newgen’s Help Desk Support is available via e-mail at helpdesk@newgen.co.in
Working Hours from Monday - Friday: 8:30 AM – 6 PM (IST)
Working Hours on Saturday: 8:30 AM – 6:00 PM (IST)