ASI’s implementation of HelpMaster Pro is used to manage a multi-customer environment.  Almost every one of these customer has a different service model with different service level agreements.  HelpMaster Pro has proven itself to be a very flexible tool that can accommodate these varying requirements.
 
During the initial implementation of HelpMaster Pro there was some changes that were required to enable the product to handle multiple customers and maintain separation of customers and their data.  PRD proved themselves to be very responsive in being able to turn around these changes usually in a matter of days.  Subsequent to these changes PRD has always responded to ASI’s suggestions for product improvements within their normal development cycles.
 
The use of the email manager and priority manager modules has allowed ASI to implement a high level of automation in its ticket logging and ticket management processes thereby reducing the reliance on telephony, improving accuracy and improving our ability to effectively manage SLAs.  Although ASI’s implementation is predominantly used to manage IT services HelpMaster Pro has proven such a flexible tool that it can be used to manage any business process.  If you can flow chart it you can manage it with HelpMaster Pro.
 
John Suhle
Services Delivery Manager
ASI Solutions

Two years ago we were searching for an enterprise grade helpdesk software solution. After evaluating a multitude of other applications, we were fortunate enough to stumble upon HelpMaster Pro. We were immediately overwhelmed by the elegance of the application in its flexibility, capability, feature set and reliability. It is well designed, well written and is greasing the wheels of our customer support operations every single day.

Since ditching our old legacy helpdesk software I have had the pleasure of not receiving a single phone call about problems with helpdesk software. HelpMaster Pro has operated flawlessly for two years now. What is more amazing is the support – when we have operational questions or are seeking new features, PRD software listen and respond. This is the first time I have witnessed the perfect customer/vendor relationship in my 15 years in IT.

The licensing model also deserves mention. HelpMaster Pro’s concurrent licensing model means we pay for what we use, not for what we could potentially use, but never do. Finally, a software vendor that understands its customers’ needs.

Keep up the great work PRD!

Chris Deegan
IT Manager
Rutledge Engineering

HelpMaster Pro has allowed us to not only maintain our previous support offerings, but has given us the ability to expand on these and bring various other processes in the one application. Due to its flexibility and customization, we have been able to incorporate a lot of sub-processes thus eliminating mundane paperwork and use of various spreadsheets for capturing data. 

We have extensively utilised job, action, and email templates, to automate re-occurring process and we are constantly adding new templates to achieve efficiency. Priority manager has also assisted in the administration and the monitoring of these various tasks and the ability to customize reports with crystal has allowed us to provide our clients with range of valuable data.

George Markovski
Service Delivery Manager for Victoria
Rutledge Engineering

HelpMaster Pro has improved Rutledge Helpdesk capabilities. For example Government clients require an email notification when a fault is logged, stating the job number, status, and the reported Fault. The HelpMaster Pro Email template provides this capability to send an automated email when a Fault is logged. The Email functionality has improved the helpdesk workflow by disseminating the Job specific information to the client. The automated response has improved the communication channel and provides a level of comfort to the client that the fault has been acknowledged and actioned. The HelpMaster Pro Email Manager has provided Rutledge Engineering the tool that facilitates enhanced communication between the helpdesk and the client.

The email notification was well received which was demonstrated by positive customer feedback leading to increase in customer satisfaction.

Jon Wood
Service Delivery Manager for NSW
Rutledge Engineering 

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
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
Service Management Consultant
Banking Machine Services

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
Helpdesk Manager
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
New York USA

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

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
Yarra City Council