Etech streamline and scale support with LiveTime
Established in 1993, Etech Group evolved from developers of educational multimedia into eLearning industry service providers across the educational and corporate sectors. Its online learning technologies, Virtual Learning Environment (Studywiz) and Learning Delivery System (Fourpoint Learning), were created with client collaboration and resulted in a rapidly growing global client-base.
Etech’s practical client-by-client approach to providing flexible e-Learning solutions was challenged by the increased workload of the expanding client base. Its successful business model of tailoring solutions to clients’ unique business rules could no longer be managed by tracking customer incidents via email.
Operations Manager for Etech Group, Mary Ann Zhang recognised that the increased workload required streamlined processes. Also, the successful management of the growing global customer base needed all internal and external incidents to be tracked with a fully web based help desk solution that included built-in reports.
Ms Zhang had previously used a client-server tool in a support management role but found it to be cumbersome and costly. Therefore, when looking for an application to meet Etech’s requirements she sought a cost-efficient, feature-rich, and easy to use solution that included reporting capabilities and operated across multiple platforms. To this end, LiveTime Help Desk was a perfect fit.
The Operations Manager said the Etech support team quickly learned how to use LiveTime, which allowed the organization to rapidly improve its customer service. Also, management were now able to better allocate the support resources by monitoring and reporting on the technician workloads.
“With LiveTime, Etech offers better customer support as the service process is now streamlined,” said Ms Zhang, “this means that we track all customer incidents, and queries are actioned in an appropriate and timely manner.” Ms Zhang reported that LiveTime enabled Etech to meet the challenge of implementing a scaleable support model, as LiveTime will readily grow in parallel with the demands of Etech’s expanding global customer base.
About LiveTime SoftwareHeadquartered in Newport Beach, California, LiveTime Software, Inc. is a vendor of Web 2.0, Open Standards based ITIL service management (ITSM), help desk and support software for medium to large enterprises such as Verizon, Wellpoint, Pricewaterhouse Coopers and the United States Department of Defense. Founded in 1999, LiveTime Software is a privately held firm with offices in the United States, Australia and the United Kingdom. For more information visit www.livetime.com
