Specialists in measuring IT client satisfaction

IT Client Satisfaction CallQA® Individual experiences Early Alert System Manager Console MeasureIT™ Organisational wide experiences Strategic Planning Information Australian Benchmark Data IT Manager Data Business Information Complete IT Satisfaction Measurement

Measures client satisfaction with individual service calls Brings the results of client satisfaction to the managers desktop Provides information for early intervention in service decline Now featuring CallQA Manager Console® An Early Warning System An Early Warning System

CallQA® comes with these five standard questions Quick data entry form Quick data entry form

Monitor client satisfaction with the different service groups within IT Match client feedback to the specific technical group who delivered that service Provide recent, specific information to each technical group providing support Monitor client satisfaction with third party service providers

Manager Console® Manager Console® This dashboard displays the actual client satisfaction results on a Manager’s Desktop Produce a report anytime required- no need to wait around for a monthly or quarterly report

1 Drill down into the results for deeper analysis 2. Assign higher priority to some questions 3 Select Minimum and Maximum Targets Slice and Dice capability Any selections are automatically reflected in the Manager Console®

Trend Analysis at a glance Determine under or over servicing at a glance Optional setting of the min / max value lines Arrest negative trends early

Eliminates all manual work in report writing Produces a professional graphical report at the click of a button Can be edited with any word processor HTML Web-ready Reports Sample chart from the Generated Report

n Network - Monitor satisfaction with network / Intranet / Internet performance n Software Control & Distribution - Measure Satisfaction with Rollouts - Get quick feedback on the performance new products and services n Help Desk / Desktop Support - Monitor satisfaction with Desktop Service - Monitor Skills, Training Needs and Services n Application / Business Services - Determine if an Application continues to deliver a business advantage - Measure client satisfaction with third party suppliers Systems Thinking can tailor these small surveys for you Asking clients five questions about specific topics can provide the information to make targeted improvements across all areas of IT

Annual licence of CallQA® includes: 1.Analyser Module 2.Web data collection pages 3.One CallQA Administrator Console™ and one CallQA Manager Console™ 4.Installation telephone support 5.Extensive user guide on CD 6.Printed Tutorial Booklet / User Guide 7.4 User telephone support calls Annual Licence Requires one CallQA® licence per Survey Administrator

Technical Requirements for Installation & Operation

n Intranet Server Security –If site policy, there is no need for Survey Administrator to have access to server –Data written as text files to Intranet Server, ed to Survey Administrator Security

n Why Access© Database –No additional charges like Oracle or SQL/Server –Very small number of concurrent hits –Simple and easy for Survey Administrator to maintain or query –No special DBA skills needed at site Database

n Database location can be either: –On a Local disk on PC, OR –On Server for back-up n Analysis Application (MeasureIT™ or CallQA™) can reside on: –On a Local disk on PC, OR –On Application Server Installation