Spokane Teachers Credit Union Implements HelpSTAR Collaborative Workflow Software
Nadel Phelan, Inc
Credit Union Expands Deployment of Service Desk Software Throughout Organization to Elevate Efficiency
OAKVILLE, Ontario, Oct. 2, 2012 – HelpSTAR, a leading pioneer of help desk software, today announced that Spokane Teachers Credit Union (STCU) has implemented HelpSTAR 2012 to elevate efficiency across multiple departments. From IT to facilities, to its fraud department and online and member support departments, HelpSTAR is used by all of STCU’s 500 employees across 15 branches throughout eastern Washington and northern Idaho.
STCU is committed to maximizing the value of every financial relationship through cost-effective financial services consistent with cooperative principles, applicable regulations, and prudent management. Great member service is key to STCU’s success.
In early 2010, Eric Stoker, network administrator of applications at STCU, and his team realized that they had exceeded the capabilities of the company’s home-grown help desk system. Its internal system previously routed all support requests to one email address that was monitored and routed manually by a dispatcher. As its member base increased, this process became time consuming and inefficient. As a result, they chose HelpSTAR to elevate, simplify and expand the department’s capabilities.
“We initially implemented HelpSTAR in July of 2010, providing access to 20 support technicians,” said Stoker. “Today, the software is being utilized across multiple departments within the organization. We are very pleased with the capabilities we now have, including the seamless routing of online support tickets to the appropriate department. We look forward to implementing other key features, including the Web Portal and the social software aspects of HelpSTAR 2012 in the near future.”
Various departments within the organization appreciate the powerful business rules that are a key element of the software. By defining a series of key words, the subject line and body of incoming emails are scanned and then transparently routed to the appropriate department. Additionally, the organization is able to departmentalize individual requests, providing the necessary compliance requirements for the credit union.
“Enhancing productivity and encouraging efficiency are important to our customers,” saidIgal Hauer, CEO of HelpSTAR. “We deliver the necessary tools to maximize our software in any environment that is looking to increase productivity and efficiency. By utilizing the power of our customizable features and superior client consultants, organizations such as STCU gain a clear advantage over their competition. We are thrilled to assist them in achieving their goal of efficient project management and superior customer service.”
HelpSTAR help desk software is an easy-to-use service desk collaborative suite that provides rapid issue, problem resolution and change management capabilities out of the box without the need for lengthy deployment and staff training. Designed for organizations with 10 to 500 support reps servicing 100 to 50,000 employees, HelpSTAR expedites problem handling through features such as intelligent queuing, various self-help tools, and prompts such as alarms, follow-up reminders, and automatic priority escalation. It offers both a built-in library of standard reports and custom query capabilities. HelpSTAR is available in both client/server and web-based versions running on Microsoft or Microsoft SQL. For more information, visit www.helpstar.com.