Helsingborgs Dagblad choose NilexPlus® for their IT Support
Helsingborgs Dagblad(HD) is north west Skåne’s leading media company with a turnover of 510 Mkr and 359 employees. The newspapers edition Helsingborgs Dagblad, Nordvästra Skånes Tidningar and Landskrona Posten have a circulation of approx. 82 000 copies. Helsingborgs Dagblad AB goal and vision is to develop to a media company with the citizens interest in the centre. Independent of the medium, the news and information is transmitted in order to fulfill reader and customer needs.
Before NilexPlus, the users registered its complaints in their older helpdesk mainly using telephone. Technicians in the helpdesk had to contact all the users in order to collect the information regarding what hardware and software was present in their PC. This was a time consuming process, which often took 15 minutes or more per case. HD was aware of the fact that they have exceeded their own developed system and decided to look out for a new helpdesk and inventory system. During spring and winter 2005, they evaluated a number of market’s leading helpdesk and inventory system before deciding to go for NilexPlus®. In the evaluation process of several systems, NilexPlus® emerged out to be the best option. The reason being well developed functionalities, simplicity, transparency, scalability and last but not the least user friendliness. This was simply the best buy when compared with other system focusing on Price/ Performance.
NilexPlus® has been an important aid in the helpdesk personal’s work for increasing productivity with handling of cases and having full control over company’s all software and hardware. Web interface makes it easier for users to register cases via internet. Today more than 50% of cases are registered with web interface, making it easier working with the helpdesk. The fact that Nilex Helpdesk and Nilex inventory system are located in the same database. This means, that whenever a technician gets a case, he or she can easily get a clear picture over the actual users software and hardware. Thus, time saved with the current scenario of approx. 450 cases per month is enormous. Another advantage of the NilexPlus® is that technicians can prioritise cases after their urgency and thus better handling of their job functions. Support personal have better ways to meet the user requirements which means satisfied users.
HD has implemented Nilex HelpDesk and Nilex Inventary system along with the modules Gruppfunction, Activitys handling, Web interface, MailService, AD Integrator and Remote Control. We plan to buy several of NilexPlus® modules and actual are Weborder, Webregister and license handling.
Christer Klingborg, IT-Manager: "We choose NilexPlus® after having tested several helpdesk systems and after 1.5 years are we pleased with the program as well as the support. Our support organization has today more dedicated information than before. Thus, we can on an effective way meet users requirements on quick service. NilexPlus® has been an important tool in meeting customer satisfaction in our support."