Richmond Drives Customer Service with New SupportDesk

Richmond Systems, the leading provider of integrated Service Desk solutions, announced today the latest release of Richmond SupportDesk v6.5, a significant new version of its highly popular IT Service Management (ITSM) solution.

ITSM solutions are increasing in prominence, as Eric Wright, Managing Director of Richmond Systems comments; “The Service Desk is becoming increasingly important to organizations that are looking to improve their customer service by providing efficient Service Support and delivering real customer satisfaction.”

SupportDesk v6.5 offers many new features including Change Management and Customer Satisfaction Surveys. New Change Management allows change processes to be properly and efficiently controlled. Change requests can be raised against any assets, incidents or problems and users can approve changes through voting. Comprehensive notification and reporting keeps everyone in the loop and because Change Management is an integral component of Richmond SupportDesk, there are no additional licensing requirements. A new Customer Satisfaction Survey feature provides configurable questionnaires that can be sent to individuals or groups of end-users to gather feedback about their support experience. Service Desk managers now have access to essential information about the quality of service being provided. Thanks to feedback from Richmond’s enthusiastic customer base, there are numerous enhancements throughout the product to improve system usability and administration.

Many other brand new features have been added to the v6.5 release, including an Active Directory™ quick setup, a time zone feature to define the time zone where the SupportDesk server or Service Desk is located, resolution codes that allow easy statistical analysis about how incidents are resolved, and sign-on capabilities including "reserved sign-on" that allows licenses to be allocated by named and un-named users.

Eric Wright continues; “Building on the success of previous Richmond SupportDesk releases, version 6.5 demonstrates our commitment to protecting our customer’s investment in SupportDesk by providing enhanced functionality and ideally places Richmond Systems for the continued growth in uptake of ITIL and Best Practice ITSM.”

Richmond Systems is a leading provider of Service Desk and IT Management solutions that enable organizations to deliver fast, effective and high quality service and support. Founded in 1984, Richmond became a leading supplier of remote support solutions and in 1995 introduced Richmond SupportDesk, one of the first Windows™ based help desks. Key benefits of SupportDesk are its ease of use, live reporting and the speed in which it integrates in real time with complementary business applications. Throughout its history Richmond Systems has remained focused on listening to Customers, developing products that exceed expectations and delivering excellent service and support. For further information about our products and solutions, including free trial copies and remote demonstrations, please visit our website www.richmondsys.com or call us on 01428 641616. For information in North America, please visit CrossTec Corporation at www.crosstecsoftware.com or call toll free 800-675-0729.