Help Desk Presentation

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Help Desk Presentation

• NRA MIS GROUP - Las Vegas
• Dan Rothblum - Prandium, Inc. 4/19/2001

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Prandiums Help Desk Status

• Chi-Chis (140 restaurants)
• Internal Help Desk for Squirrel POS and in-house
  developed back office in Louisville, KY
• Depot for hardware support
• Koo Koo Roo /Hamburger Hamlet (57 restaurants)
• Dealer help desk for POSitouch POS software
• Dealer for hardware and on site support
• Internal help desk for in-house back office

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Help Desk Analysis

• Squirrel POS- installed for ten years. Most
  calls for DOS-based internally-developed back
  office system difficult to outsource, low cost
  Louisville location.
• POSitouch POS- Not enough units to leverage help
  desk cost. Could only afford 1.5 staff for cost
  of outsourced help desk.

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Help Desk Software

• Purchased Heat from Front Range.
• Includes following capabilities
• User and Unit data for phone database
• Server data
• Track calls and resolution
• Track trends by call type, users, staff, units,
  problems
• Asset Tracking

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Help Desk Software

• Includes
• User self-service via web interface which allows
  logging, tracking and knowledge base.
• Totally configurable screens.
• Issues
• Cost
• Database
• Training
• Setup

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