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Overview:
The Instituto Nacional de Estadistica Geografia e Informatica (INEGI), a government organization in Mexico responsible for national statistics and geographical information, relied on a paper-based, highly manual, time-consuming process for fielding internal customer support requests. Customer response times were slow and it was difficult to measure Help Desk performance or customer satisfaction. Using Microsoft Office SharePoint Server 2007, INEGI has implemented a prototype online system for submitting customer service requests. The new prototype Help Desk portal has streamlined technical support by automating support request routing and, with a new Knowledge Base for self-service troubleshooting, INEGI anticipates that it will reduce Help Desk call volume, freeing valuable personnel resources.
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| Format: | WORD |
| Date: | Mar 2007 |
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