Business
Microsoft Solutions Provider and Sage Software reseller
Company Profile
Prosys work with organisations as their strategic business IT partner and specialise in selling and suppotring Microsfoft Dynamics and also Sage Line 100 and Line 200 solutions to clients.
They are effectively an outsourced IT department for many of their smaller clients while larger customers draw on their specialist services.
In total, Prosys has successfully implemented over 500 business solutions throughout the UK, Europe & North America.
The Solution
Prosys’ main focus on customer service; their flagship service being the Help Desk. Their iport CRM helpdesk drives all of their internal processes and impacts every part of their business.
Prosys’ iport CRM helpdesk solution allows staff to answer calls from customers, manage projects & pursue sales opportunities online. The system is connected to their finance application ( Microsoft Dynamics ), which accurately tracks the cost of each service contract and project through the iport interface.
At Prosys they are continually looking at ways in which they can improve this service and enjoy extremely high customer satisfaction levels. Because everything is audited, they are able to measure every call, every response and every fix. This allows Prosys to offer their customers a more flexible & dynamic support service.
The Benefits
Prosys use their iport CRM Helpdesk solution to measure everything from start to finish: every call, every response, every fix and every referral and everything is audited. Currently, they are responding on time to customer support issues a staggering 98% of the time.
Prosys have driven down costs in IT support by 40% and increased productivity by 30%. Furthermore, 77% of their customer’s confirm that the service has improved. The number of problems solved in the first call rose from 47% to 59%.
By streamlining their working practices and improving processes and procedures, Prosys saved over 50 man hours per person in their service function. Telephone calls were down by 30% because customers preferred to log service calls over the web. Prosys also gained an extra man day per week of chargeable time for engineers and project managers by making all admin tasks and timesheets automatic.
At Prosys, accuracy soared along with morale. Internal communications improved, productivity rose and profitability increased as a result.
Want to know more?
For further information regarding iport CRM Heldesk software or iportinstant please contact:
sales@iport4business.com
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CRM software for helpdesks 
Case Study: Prosys Business Solutions