Philosopher George Santayana once said: “Those who cannot remember the past are condemned to repeat it”. There’s hardly any other quote that could sum up this story so well... We usually say that with our software we help our customers help their customers, and to achieve this we had to start by helping ourselves: we had to organize our operations as a company to achieve the growth that awaited us. As we grew, the need to organize our processes became more evident. We had to continue doing innovative software development, but without neglecting support and post-sales services. Let me tell you the story of that transition, and how we went from organizational chaos to the efficiency in service provision that characterizes us today.

Topics: Service Desk, Help Desk, service management, customer satisfaction, IT service management

It’s said that we should practice what we preach. And, at InvGate, we do. We develop and sell software products, but not a single day goes by without us relying on that same software for our own daily work. We use it to manage and solve the requests of our customers, as well as monitor our assets. At the same time, our customers use our software to help their customers, through fit-for-purpose tools for assets and IT support management. We provide support to thousands of people in more than 40 countries, and we’re proud of the quality of our service.

Topics: Technical Support, Help Desk, Service Desk, customer satisfaction, customer service

Chesapeake Bay Academy, a private nonprofit school for students with learning differences, needed to improve its IT support capabilities. The school was previously reliant on emails for the notification of IT issues and requests, day-to-day management of IT support operations, and reporting. The legacy system caused problems for both IT and its customers; a fit-for-purpose ticketing system was needed. 

Topics: InvGate Products, IT management tools, customer service, customer satisfaction, business solutions, service management, workflows, Service Desk, Help Desk Software, Service Desk Software, Cloud, Choosing Software

If I told you that solving requests in your help desk could be as fun as playing a video game, what would you say? With Service Desk Gamification having fun at work is possible! Perhaps you’ve once felt that you’ve completed a really challenging task but no one noticed, or that your team should have been rewarded when they overcame tricky issues and achieved great results? Well, let me tell you: these thoughts disappear when Gamification is in place, because it taps into the human need and desire for personal recognition, status, and achievement – plus, it has the thrill of competition. 

Topics: InvGate Products, IT management tools, Gamification, customer service, customer satisfaction, business solutions, service management

Topics: customer satisfaction, Customer Service Management, help desk, Helpdesk software, IT Management, IT Management Software, service desk, Service Desk Software, service desk solutions

Topics: business solutions, customer satisfaction, Customer Service Management, help desk, IT Management, IT management, service desk, Service Desk Software

Topics: business solutions, customer satisfaction, help desk, Information Technology Infrastructure Library, IT Management, IT management, IT management solution, ITIL, service desk, Service Desk Software

Topics: business solutions, customer satisfaction, Customer Service Management, help desk, IT Management, IT management, service desk, Service Desk Software