Platinum, in Irvine, California, today unveiled new help desk features being added to its front office suite of products. The new application is called Clientele, and it is designed to work with Platinum's Help Desks 3.0 software system.
According to Platinum, Clientele adds to Help Desks integration with Microsoft Outlook to help users keep their problems visible to information technology staff. It is also meant to allow IT staff to better manage user issues and assets.
Other additions include improved tracking and call management features. The tracking feature lets help desk staff track service performed in-house as well as by outside vendors. The call management system keeps histories of all calls allowing staff to identify recurring issues. A call queue feature is meant to streamline the help desk call procedure by automatically routing calls to the appropriate departments.
Platinum is also adding AnswerBook to the package. AnswerBook is an online manual that allows IT departments to set up a self-help site on a corporate intranet. With the manual in place, users can access the AnswerBook to solve some of their own problems, freeing IT staff to work on more complex issues.
The firm is also adding asset management features to the product which allows help desk staff to track the movement of equipment, vendors, orders, service contracts, and service requests so that they can quickly respond to help calls even when corporate computing environments are in a state of flux.
Clientele is available immediately in a Windows- or SQL Server-based version. The Windows version starts at $11,945 for 10 users and the SQL Server version starts at $25,895 for 20 users.