Help Desk

meade willis edi help desk

Meade Willis SMB and Enterprise Help Desk services provide companies with a scaleable, expert helpdesk solution which can be quickly deployed and available 24/7/365.

♦ Technical support to all relevant entities
♦ One expert point of contact between corporate, plants, and suppliers
♦ Coordinator at large for integrated systems
♦ General and workflow support
♦ Multi-tiered troubleshooting and problem resolution
♦ Project implementation follow-up to maintain progress and momentum

Meade Willis does not follow a one-size-fits-all approach, and customizes the solution to accommodate the needs of our clients. With an ongoing optimization process in place, our relationship management procedures ensure a level of support that exceeds industry best practices and allows our clients to focus on core competencies while decreasing resources allocated to the support of non revenue generating activities. SMB and Enterprise Help Desk services may include:

♦ Customized toll free (800/877/888) telephone number, and greeting
♦ Foreign Language Support Agents – such as Chinese, French, German, Italian, Japanese, Portuguese, Spanish
♦ Tiered Support – Based on pre-established parameters, calls can be routed to tiered resolution nodes in accordance with existing service level agreements
♦ Internal Help Desk Support – For in-house employees or Tier 2 expertise
♦ Full Supply Chain Support – For customers and suppliers, as well as suppliers’ suppliers
♦ Call Tracking and Case File Logging – Identify and isolate key issues for change management
♦ Customer Retention – Handling and conversion/retention of difficult clients
♦ Business Intelligence – Daily, Weekly, and Monthly statistics on call volume, key issues and all relevant performance metrics

Help Desk Deployment

Meade Willis designs and deploys modular help desk solutions which enable organizations to maximize their growth potential, without the risk of over investment in infrastructure and personnel.

Through leveraging a variety of our industry partnerships, we can assist in establishing:

♦ High speed redundant fibre data links for VOIP and remote management traffic
♦ Voice over IP Telephone Network for inbound/outbound call processing
♦ Call routing hardware and software
♦ Help Desk Ticketing Software
♦ Agent and Supervisor Training

Please contact your local Meade Willis representative to obtain further details.