InvGate Blog

From Organizational Chaos to Effective Service

Posted by Pablo Vergne on June 28, 2018 at 3:02 AM

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.

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

What if InvGate didn't have InvGate?

Posted by Sabrina Pagnotta on April 11, 2018 at 10:22 AM

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.

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

Chesapeake Bay Academy is 'Head of the Class' with InvGate Service Desk

Posted by InvGate on February 28, 2018 at 11:30 AM

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.

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

Have Fun at Work with Gamification

Posted by Sabrina Pagnotta on February 14, 2018 at 10:01 AM

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.

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

You need to CARE about your Service Desk

Posted by InvGate on March 23, 2012 at 9:12 AM

At some point in time, we’ve all no doubt heard our colleagues call it the “Helpless Desk” but why was, or sadly, “is” it perceived that way? A big reason is because most are used exclusively in a reactive mode and the community leveraging it only looks to it AFTER something has gone bad. This culture needs to change so that the Help Desk is viewed as a real Service Desk, one that knows what is happening before the users and can advise them of problems before they escalate, rather than being told via an irate phone call during a crisis when it is already too late. So, how can we change this perception while actively transforming it into the Service Desk of the future that we want and need? You need to show that you CARE.

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

Help Desk Software as a Dynamic Approach to IT Service Management

Posted by InvGate on November 11, 2011 at 8:03 AM

Keeping an enterprise operating smoothly requires the right people, the right strategies and well managed information technology. Because IT embraces a world of functions; as such, deploying IT service management in an efficient and accurate fashion is critical. Equally important, decision makers need to keep in mind that the IT service business environment requires a more dynamic approach. This is where the value of comprehensive help desk software for swift, effective and simplified IT support can be fully maximized.

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

Help Desk: The Tool for Better Infrastructure Problem Solving

Posted by InvGate on October 26, 2011 at 9:09 AM

In an IT business age characterized by countless and recurring infrastructure problems, keeping IT assets well maintained is a task that needs to be seriously undertaken by organizations. To meet this objective, a sound IT management solution needs to be deployed. Service desk – the focal point of communication between companies and their clients – should ensure that users are receiving the right help in a timely fashion for their reported IT problems. In this regard, comprehensive help desk software should be in place.

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

How to Business-Center Your Enterprise with Service Desk

Posted by InvGate on October 5, 2011 at 9:43 AM

In an era of more complex technologies and changing customer demands, it has become imperative for businesses to resort to an IT management solution that can ease their business processes while improving efficiency and cutting costs. Companies are now seeing the need to equip themselves with the necessary solutions that help in starting, sustaining and expanding their enterprise successfully. The help desk software, for instance, has revolutionized the way that IT users can get help with their issues.

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