Implantação de um sistema de help-desk: um estudo de caso na Exatus Soluções Estratégicas

Abstract

This paper presents a case study on the implementation of a Help Desk system, applied to a company that provides consulting and advisory services to healthcare institutions, Exatus Strategic Solutions. To conduct the case study, the process of customer service has been redefined, as it was conducted by telephone by direct contact customers with the employee responsible for the sector, with no centralization and/or a specific sector of service customers. Through this redefinition and requirements analysis, it was decided to apply the tool. After surveying the necessary requirements, it reached the conclusion that the Ocomon system would be the most suitable for use in the company.