Helpdesk provides actual product support as opposed to just technical support

Description

In a Corporate Performance Management (CPM) system, the helpdesk should not only offer technical support but also actual product support. This means the CPM helpdesk should understand the product's functionalities deeply and provide comprehensive assistance, including guidance in setting key performance indicators (KPIs), interpreting data, generating reports, budgeting, and other necessary business decisions.

Example Use Case

Scenario: A retail chain uses CPM software to track their sales performance and make vital decision-making. The employees are adept at addressing technical issues but struggle with utilizing the software for its intended functionalities, like setting up KPIs, generating relevant reports, interpreting complex data, and formulating budget strategies.

Solution: The CPM helpdesk steps in and provides actual product support. They guide the employees in setting appropriate KPIs, interpreting intricate data patterns, generating cohesive and meaningful reports, and creating effective budget strategies tailored to the business's needs. They contribute not just in troubleshooting but also in optimizing the software's usage for business growth.

Considerations

This requirement asks the vendor to go beyond password resets. In this case, the vendor is required to walk the user through things like creating a new version, adding an account, modifying a formula and so on. This is best handled over the phone or via screen sharing vs back and forth emails or chat.

When these questions are answered, it is an added benefit if they are added to a knowledge base that can be searched by customers seeking solutions.

Questions to Ask a Vendor

• Product Knowledge: How well does your helpdesk team understand your CPM software and its functionalities?
• Training: How frequently do you conduct training for the helpdesk team to familiarize them with the software's latest updates?
• Documentation: Do you provide comprehensive and clear documentation for each resolved query for future reference and quicker resolution?