How to define your Helpdesk project?

Captivea, Sebastien Riss

For companies that have become aware of the opportunities offered by a Helpdesk software solution, practical questions arise very quickly... How to define my specifications properly? Who are the actors to be mobilized internally? And externally? Here is an explanation to try to answer these questions.

Step 1: Study of customer service needs


Be careful, we are talking here about customer service needs because this is the main concern when deploying helpdesk software. However, the needs of other services must also be taken into account.

To put it simply, what are the problems encountered on a daily basis by helpdesk technicians? Do they have difficulty managing multi-channel? Do they have to re-enter many different files? Can they easily find information about a customer request? In short, it is necessary to meet with the customer service manager, as well as with the support technicians, in order to collect an exhaustive list of their problems and needs.

You can then visit the other departments (marketing, sales, logistics, etc.) to identify their requests. Then, in a second step, the different points should be categorized in order of importance and feasibility.


Step 1: Study of customer service needs
Step 2: Study of customer experience assets

Step 2: Study of customer experience assets


Studying needs is a fundamental first step, but the assets available in the company are also important to identify. Indeed, through which channels do incoming requests arrive? What software or applications do employees use today? Is there a single customer repository? If so, who controls it and is it effective?

The answers to all these questions are essential to the success of the customer service project. By mapping the applications used, it will then be much easier to imagine which ones can be deleted and replaced by the new helpdesk software. Of course, some of them will have to be kept. In this case, it is useful to know this from the outset in order to anticipate interconnections.

Finally, to have the most accurate 360° view of customers, it will be necessary to determine which software will be in charge of the data: the ERP that currently serves as a reference system, the CRM, the accounting software or the support software?



Step 3: Anticipation and agility


Thinking about the future of the company throughout this beautiful project is the key to sustainable use. If the company is growing fast, for example, and the customer service team is likely to double over the next 5 years, adding new users should be child's play. Otherwise, the software was wrongly chosen. In other words, it is essential to anticipate the evolutions of an organization in the short, medium and long term during a helpdesk deployment project (and for any other software that structures...).

Of course, thinking about the years to come does not mean deploying an oversized war machine! On the contrary, it is advisable to integrate the customer service software in agile mode to avoid many problems. A step-by-step deployment allows users to familiarize themselves smoothly. In addition, it is a good way to identify pain points to be corrected before they become problematic.

Step 2: Study of customer experience assets
Step 2: Study of customer experience assets

Step 4: Support


To conclude, a helpdesk project requires a real reflection in order to choose the software that best suits the needs, to lead a smooth change management, to be more efficient in its processes, etc. However, it is not always easy to complete these major projects. The solution to achieve this is to be accompanied by a professional.

A good integrator, thanks to his proven method on hundreds of deployment projects and his perfect knowledge of the information system, is the key to success. It is a valuable aid from the drafting of specifications to the post-deployment period. His role as a guide, advisor, but also an actor will make him an essential partner!

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