Hearing Aid Provider Centralizes Help Desk through Kaseya IT Management Solution
Kaseya Allows Company to Prioritize, Track, Resolve and Report Tickets from Consolidated Console
ST. HELIER, JERSEY, May 20, 2008 — a global provider of information technology (IT) automation software for IT solution providers and corporate IT organizations —announced today that Beltone New England has centralized its ticketing and help desk systems on Kaseya, giving the leading hearing aid provider a single platform in which to prioritize, track, resolve and report help desk issues. The Kaseya framework integrates help desk and ticketing with proactive systems maintenance, monitoring and remote access, allowing the company to quickly identify, troubleshoot and report availability and performance issues faced by a distributed and mobile workforce.
“All the information we need to quickly resolve issues is right there in a single, consolidated management platform,” said Mayur Kirtani, Director of IT, Beltone New England. “As a result, we’re more efficient with our time, and issues—regardless of if they are down the hall or 300 miles away—are being resolved much faster and with a much higher degree of accuracy.”
A company founded on quality customer service, Beltone New England requires its health care practitioners and audiologists to record all sales in the company’s Web-based point of sale application, giving customers the peace of mind that their transactions are complete and accurate without having to receive a bill in the mail or fill out additional paperwork at a later date. The timeliness of reporting sales also helps the company plan revenue projections and record transactions in the appropriate accounting column. This reliance on application availability puts the onus on the company’s IT staff to ensure the health of the workstations and mobile devices used by a distributed sales force.
Kaseya’s low-footprint agent is deployed on 150 workstations spread over 50 offices in the Northeast U.S. and two virtualized servers running the organization’s mail, security and BlackBerry® business systems. The Kaseya solution allows the IT staff to proactively monitor, patch, secure and back up each system from a consolidated management console, helping to streamline basic administration and ensure consistency throughout the environment—both proactive components to reducing help desk issues and heading off concerns before they lead to availability or performance problems down the road.
“Kaseya gives me all the information I need on one screen in which it quickly resolve help desk issues, allowing me to organize my time and IT resources more efficiently and more in line with business priorities,” Kirtani said. “Resolving issues faster and more accurately reduces downtime, giving employees reliable access to our most mission-critical piece of business software--the point of sale application.”
According to an audit conducted by Beltone New England, one hour of downtime can cost the company $3,000 per hour per office in lost sales or late-filed transactions. With 50 offices, application availability is directly tied to whether the company meets or exceeds its revenue goals. Now that the average help desk issue is resolved in several minutes as opposed to up to 45 minutes previously, the IT staff is able to ensure business continuity and enable a financially-healthy organization.
“Having an effective method for end users to file reports and track tickets is vital to providing quality support for any IT organization,” said Jim Alves, executive vice president of product marketing, Kaseya. “This central repository and transparency makes it possible to take a proactive approach to IT management, tying monitoring, help desk, systems maintenance, inventory tracking, end point security and backups together under a consolidated console.”
For more information Beltone New England and its use of Kaseya please visit http://www.kaseya.com/itprofessional/success_images/Beltone.CS.kaseya.pdf
Kaseya is a global provider of IT automation software for IT Solution Providers and Public and Private Sector IT organizations. Kaseya’s IT Automation Framework allows IT Professionals to proactively monitor, manage and maintain distributed IT infrastructure remotely, easily and efficiently with one integrated Web based platform. For a free 30 day trial of the Kaseya solution, please visit http://www.kaseya.com/download
Contact: Heather Lowles
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