Today I picked up a copy of Support World magazine and an article caught my eye – “Self-service – a game changer for the service desk”. The article was very interesting but it was still the title that grabbed me as it made me think about the introduction of Offline Tasks to the CentraStage agent browser.

What is offline tasks? Just like you are able to favourite your most useful components within the component library, you can now make components available via the agent browser to the end user. So are end users ready for self-service?

In this day in age we expect an instant response or an answer available by simply searching via Google and other search engines. Enabling users to support themselves could reduce your help desks support calls, but companies must empower their users with knowledge.

CentraStage allows IT professionals to run simple tasks such as clearing a printer spooler, through to running complex utilities – so end users could speed up their own machines by clearing internet files, clearing caches, or they could even resolve their Internet connection issues. All you need to do is make it available to them.

So is self-service the way forward for all types of businesses? I’m confident to say that IT professionals out there could take advantage from self-service tasks in many ways, from empowering the users with single click fixes, through to more complex situations such as remote workers unable to connect or work due to issues.

What are your thoughts?

by James Fletcher l September 6, 2011 l 1 Comment »

Lots of businesses use Professional Services Automation (PSA) tools to improve their businesses. Many have turned to Autotask to help them improve workflows, centrally manage client billing, reduce costs and be more efficient. Autotask allows companies to do this all from the cloud – which is why they’re the World’s #1 IT Business Management software.

CentraStage and Autotask are very similar in this regard, we’re both cloud based, we both save you lots of money, and improve the way you work. If you’re not using a PSA tool then I’d highly recommend joining this webinar! You’ll leave the session:

• Knowing how Autotask and CentraStage will benefit your organisation – no matter its type.
• Understanding why tight integration of business systems allows you to maximise profitability.
• Ready to improve your efficiencies.

Join Ian van Reenen, CTO of CentraStage who will be presenting a live demonstration of the NEW! product integration, with Rhonda Hain, Strategic Alliances Manager from Autotask, on Thursday 15th September, at 4pm BST / 11am EST. This is going to be a great webinar and a really exciting step forward for the CentraStage Autotask partnership – REGISTER HERE to make sure you don’t miss out.

by James Fletcher l September 6, 2011 l No Comments »