Datrix enjoys major increase in calls and customer satisfaction with the help of Autotask

In 2009, Datrix operated a simple help desk service with a single staff member using an email and phone system to log customer requirements. They were looking to employ more people on the help desk and it was clear their existing call logging system would be too limited.

In addition, their employees had begun using iPhones® and Windows-based mobile devices from BlackBerry® and there was no integration with their previous help-desk application.

Desiré Cilliers, Service Manager at Datrix, highlights another issue: "Our manual reporting process was time consuming, particularly for tracking 'pre-paid' hours for customers."

"We're now logging 60% more calls. As well as increasing our revenue, and we are providing more detailed reports for our customers which shows just how much work we are doing for them."
Desiré Cilliers, Service Manager, Datrix

"Autotask is the cornerstone of our business and we use almost every aspect of it to help us improve our efficiency, retention of customers, cost structure and productivity".
Desiré Cilliers, Service Manager, Datrix

Solution

"All of the history for a client call is logged in a single place and can be accessed by any of our support staff."

Datrix found that Autotask offered a solution which not only met their initial requirements but offered enhanced functionality and additional benefits for the future. As a growing business, it was also important that the solution they chose gave them the ability to scale as their business developed.

Cilliers highlighted five immediate benefits from implementing Autotask to enhance Datrix' service operations:

Results

Since implementing Autotask, Datrix has noticed an improvement in their business – and so have their clients. For Datrix, the improved reporting functionality not only saves time and money, it also means better decision making. Desiré explains, "We can see which contracts are profitable and which are not, as well as which areas need more support. We can even see where we need to provide extra training or additional resources for our engineers."

Datrix' customers now have a clearer picture of the value they are getting from Datrix and a more detailed understanding of their IT consumption, for example, whether they have hardware or software issues and which areas are using up more hours.

The feedback from customers has been positive. Using Autotask's customer survey facility, Datrix is getting continuously high feedback. "Communication has definitely improved. We can now keep our customers in the loop and they are notified of everything that we are doing for them."

Desiré is continuing to explore other areas where Autotask can help. "We couldn't have achieved the same growth rate without Autotask. Our next step is to automate even more as our business continues to evolve".

http://www.autotask.com/docs/english-americas/autotask-case-study_datrix-ltr.pdf?sfvrsn=16