Reactive helpdesk

Nickleby provides reactive helpdesk operators and services to a variety of clients, as the first step towards helping clients control costs and improve the commercial value you get out of your unscheduled - reactive - maintenance work.

Nickleby's reactive helpdesk service is run with one aim in mind - to improve the value you get from maintenance. 

We offer three different implementations of our reactive helpdesk:

  1. A central reactive helpdesk can be run either at Nickleby or within your business, with all calls routed through one team.
  2. A remote reactive helpdesk uses intelligent telephony and business rules that you determine to route calls directly to specific contractors.
  3. A hybrid reactive helpdesk service is an efficient combination of central and remote helpdesks, routing specific jobs (e.g. by discipline or location) to specific contractors, and the remainder to the central helpdesk.

Whatever the model that suits your business, the caller will always only have one number to call.  

Poundland, for example, use this method to route calls directly to main (high volume) contractors, with more specialist jobs being routed to a Nickleby helpdesk to allocate to specialist contractors.

All jobs, whatever the routing, are immediately visible to the client the instant they are logged.

Call us now to benefit from a more intelligent reactive helpdesk.

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