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The Customer
Frankfurt-Oder is a self-governing city located in the German state of Brandenburg.
The city with 63,000 citizens is known as a center for science and research.
The city needed to improve service and support delivered by the economic department.
Employees needed a way to quickly and easily reach people – including potential
project investors - who had questions or needed help. They wanted to provide service
without requiring people to make appointments and visit city offices.
“ We decided on In order to support a wide range of citizens, the solution had to offer remote access to
all common platforms through every leading browser. It also had to be very easy to use
NTRsupport Ultimate and couldn’t require any software on citizen computers.
because it was the only
solution capable of Fast response and service depended on chat sessions being routed to the employee
who could best answer the question. Features like page view monitoring, contact
meeting our demands. It management, user-defined metrics and system statistics reporting were also considered
allows us to user remote important to developers.
control to respond to Finally, in order to improve the productivity of city employees, the solution had to be
questions and requests or accessible from various work areas and employees had to be able to support more
provide technical support than one caller at a time.
”
citizens. Frankfort-Oder based it citizen support intranet portal on NTRsupport Ultimate. Now,
citizens have direct access to employees of city’s economic department and potential
Markus Derling investors take advantage of a 24-hour hotline.
Treasurer and Project Leader
“We decided on NTRsupport Ultimate because it was the only solution capable of
meeting our demands,” said Markus Derling, Treasurer and Leader of the Economic
Department e-Government Project. “It allows us to use remote control to respond to
questions and requests or provide technical support as if our city employees were
sitting just across the desk from our citizens.”
Citizens initiate support sessions by clicking on the portal’s Live Chat button. Their
questions are routed to the most knowledgeable operator. Potential investors can go
directly to a FirstHelp website to get the information they need which reduces operator
call volumes.
yourself!
Provides immediate personal contact with city
employees without a prior appointment