Product support doesn't get much better than this. Not only do you give me the answer to resolve my problem, many thanks, but you
make a follow up call to check that it did.
It works a treat and our whole IT department are a lot happier.
I have one other question about your software which I will be posting today, hope you can help with this one as well.
Many thanks

Anonymously submitted to our tech support

      Thank you so very much for your ongoing support over the last 5+ years.  I have enjoyed our chats and have greatly appreciated your feedback and modifications regarding my ideas and suggestions.  Please pass on my thanks to the team also.

Janet Singh
Service Level Co-ordinator
Shared Services SA
Department of Treasury and Finance

        We have been using the HelpMaster Pro helpdesk software for the past 3 years to help support over 200 of our branches and satellite locations around the world.

Before HelpMaster Pro, we used a system that was developed in-house, and only allowed us to achieve our basic business objectives. With the implementation of HelpMaster Pro, we have been able to put in place a dynamic work flow environment that has streamlined our business practices. This in turn increased business productivity across all of our sites.

Our overall staff satisfaction has improved with the use of the three tiered template system to tackle the repetitive nature of our service desk, and the Email Manager and Priority Manager modules to manage the day-to-day job logging and SLA protocols respectively. The boost to internal moral has enabled us to maintain our skilled and valuable workforce, allowing us to be a much more effective unit without the interruption of staff turnover.

In addition to internal staff satisfaction, we have recorded a significant increase to our client satisfaction levels with the automation of logging and updating jobs, immediate client email responses, and the overall expedited job resolution now available to the end user.
 
I would say that HelpMaster pro is a “win-win” for us…

        It’s a pleasure [to submit a testimonial for HelpMaster Pro]. I really enjoyed your support considering the distance and have enjoyed working with your system over the years.  [PRD Software] have always been very helpful and supportive.  I wish your company all the best in the future.

Mike Moore
BMS

         It's a great product! It does what it's supposed to. No matter how complex or simple the task, it just works!

Lewis Young - Queensland Department of Public Works

        Thank you so much for your help. Let me take this opportunity to say how pleased we are with the level of services that we get from PRD Software. Anytime I can recommend this software to another college I do with the assurance that I have stood behind a quality product and a quality organization.

Gayle – St. Mary's College of Maryland

        I have to tell you I was going to program a Help Desk program myself and first downloaded a bunch of shareware versions of other people's software to get some ideas... when I came across your software, I decided NOT to program one after all... your's has all the features I was looking for including asset management PLUS you give users access to the database so we can write other reports (using Crystal Reports) and front-ends for information that your software doesn't support (network IP address, Network Address, etc for each asset is something that I would have to add) So basically you offer the full package with an excellent benefit of unlimited expansion!

All at a very reasonable price! My hat's off to you! Nice job!

Joe, NY USA

        The system itself is excellent, easy to use, yet has all the functionality required to run an efficient helpdesk system.”

        The global call center solution exists out of : basic pbx functionality, call center functionality (acd, ivr, cti,...), RAS service, help desk system, and some more features. The idea is now to select a very flexible and scalable help desk system to incorporate in the "one box"(the other functionalities are already implemented and ready to distribute). I have already worked with Siebel, Vantive, Scopus (now together with Siebel), Heat, Supermagic, Bridge99, TrackIT, PrTracker and so on I must say that HMP looks best.

        I've installed HelpMaster Pro on all the support team PC's and we start to use the program as our "official" Helpdesk program at the beginning of last week. It's an excellent program - everybody agrees with this. It covers all the aspects that you need to run a Helpdesk successfully on. I like the report system and the asset system. As I said – an excellent program - well done!

        I really like this package. Simple enough to be very user friendly and complex enough to satisfy my reporting and communication needs. As well as good integration with other applications. Startup and implementation of this helpdesk software would have been hell without these three key things. It's only been 2.5 months since I first downloaded this package, we have 1,500 total jobs and we've only been fully operational for 5 weeks. I just want to let you know how much I appreciate what you have done for me, my department and my company.

        The City of Yarra has now been using HelpMaster Pro for the past three years. During this time we have used HelpMaster Pro to log our Help Desk calls, Assets and Service Call Outs. Since we have been using HelpMaster Pro our service level and asset registration has improved 100%. In our last Council wide satisfaction survey the IS Help Desk was rated in the top 3 units for customer satisfaction. This is due to our monitored service levels, reminder e-mails of overdue jobs and e-mail notification to staff members that their jobs have been logged, worked on and then closed. Keeping the customer informed of all actions has been a major benefit to the IS Help Desk.

We owe a lot of credit to HelpMaster Pro for turning our call IS Help Desk around and giving customers the confidence in our call centre.

Stephen Peatling