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Inforonics Announces New Workflow Tool To Improve Technical Support Services

LITTLETON, Mass., July 10 /PRNewswire/ -- Inforonics, LLC, a custom managed services and branded technical support provider, announced today that its technical support engineering team has developed a workflow optimization tool titled ARKStar Navigator(TM). ARKStar Navigator is designed to increase technical support workflow efficiencies within the Inforonics technical support center. These efficiencies lead to quicker response times to calls received in the tech support center and will streamline troubleshooting by organizing and consolidating all available documentation. Inforonics provides Tier 1 and Tier 2 branded technical support for small to mid-sized enterprises across a spectrum of industries including wireless, telecommunications, human resources and e-tail/retail.

LITTLETON, Mass., July 10 /PRNewswire/ — Inforonics, LLC, a custom managed services and branded technical support provider, announced today that its technical support engineering team has developed a workflow optimization tool titled ARKStar Navigator(TM). ARKStar Navigator is designed to increase technical support workflow efficiencies within the Inforonics technical support center. These efficiencies lead to quicker response times to calls received in the tech support center and will streamline troubleshooting by organizing and consolidating all available documentation. Inforonics provides Tier 1 and Tier 2 branded technical support for small to mid-sized enterprises across a spectrum of industries including wireless, telecommunications, human resources and e-tail/retail.

ARKStar Navigator was developed utilizing Inforonics proprietary code and is based on SourceForge's open source tool Freemind(TM). ARKStar Navigator consolidates client and Inforonics developed documentation and puts trouble- shooting information at the fingertips of Technical Support Representatives (TSRs). ARKStar Navigator provides Inforonics TSRs with features such as one click sign-on to various client ticketing systems including Salesforce.com and Fogbugz; one click access to client specific call drivers and FAQ's; and a resource center with client specific documentation for instant access to procedures, escalation processes and troubleshooting information independent of the documentation location (i.e. client's premise or internal to Inforonics).

"At Inforonics, our team is always seeking ways to increase client satisfaction and service levels," said Bruce Mills, president of Inforonics LLC. "With ARKStar Navigator we accelerate the rate at which we respond to our customer's calls which inherently improves overall satisfaction with the premium 24/7 technical support services offered by Inforonics."

Inforonics also announced today the re-branding of its technical support services. Moving forward, Inforonics technical support services will be referred to as ARKStar(SM). The new name was born from a company wide contest to name the technical support organization and is characteristic of the assistance, resolution and knowledge the Inforonics technical support representatives provide for its clients. Along with a fresh identity, ARKStar boasts an experienced team of TSRs who last year responded to a 47 percent increase in call volume while achieving a 9 percent increase in calls answered, with 95.9 percent of all calls answered in 2006. Additionally, the abandoned call rate decreased to 4 percent in 2006 from 9 percent in 2005.

"Our track record is outstanding as a result of our ability to quickly scale up or down to meet the technical support and managed services needs of our clients," said Mills. "Our experienced team and innovative support technologies are at the ready to provide highly customizable solutions for companies seeking to optimize operational efficiencies within an organization. We have a reputation for being a trusted advisor and for developing creative solutions to resolve our clients' business and technology challenges – from the simple to the more complex – and we pride ourselves on the superior attention to detail and service the Inforonics team offers our clients."

About Inforonics

Inforonics helps its clients succeed with solutions to their business and technology challenges. Inforonics' team of professionals deliver premium managed services and branded technical support to small to mid-sized businesses. Clients benefit from the company's unique ability to create, deploy and support highly customizable, scalable and flexible services to meet changing business needs.

Inforonics offers branded, multi-tiered technical support – up to 24/7; device management and monitoring solutions in its clients' data centers or in their scalable, secure facility; custom application management and SaaS- enablement services. Based in Littleton, MA, Inforonics has been a privately- held company for over 40 years. For more information, visit www.inforonics.com.

Inforonics LLC, Inforonics and all other Inforonics product names and slogans are trademarks or registered trademarks of Inforonics, LLC. All other names may be trademarks or registered trademarks of their respective owners.

SOURCE Inforonics, LLC

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