Help Desk Experience Enhanced with Help from RightAnswers

Knowledge management is a serious asset for any organization or company and clear integration with the help desk could provide for improved opportunities. Regency Centers was evaluating its help desk offerings and the potential that knowledge management could provide.

A national owner, operator and developer of grocery-anchored and community shopping centers facing this recent challenge, Regency Centers had outgrown its original help desk solution and in the process, realized it needed to streamline its help desk operations to provide timely technical support to its employees.

When selecting their new help desk solution they knew that knowledge management was an important focus as it offered extended value to the help desk platform. Regency analyzed the most common types of requests it was processing and found that the implementation of a self-service portal was essential to their overall IT service strategy.

With this new portal in place, employees would be able to find answers to a range of common questions and optimize help desk resources.

Help Desk Manager at Regency Centers, Chris Cole, explained that their ultimate goal was to implement a system that could reduce calls to their help desk, decrease the cost of support, and improve the overall service experience for their employees.

Cole knew that the right self-service system would be a tremendous advantage to their company. Cole and his colleagues were soon introduced to knowledge management provider, RightAnswers.

After participating in a RightAnswers, Regency Centers was sold on the value of their Unified Knowledge Suite and quickly integrated the solution into their help desk operation.

With the new solution in place, Regency now has the necessary capability to deliver 24/7 online support to all employees while changing its help desk workflow to encourage employees to search the self-service portal first, while reducing service requests received.