Internet Software Sciences (ISS), a pioneer in Web-based Help Desk The Help Desk Process
Help desk software must be able to effectively support all the possible paths that a service request may follow from start to completion as is diagrammed here. (Illustration courtesy of Help Desk Technology Corporation, www.helpstar.com) Systems, announced that Muzak LLC has selected Web+Center, ISS' turn-key, web-based Help Desk. Based on ISS's turn-key yet configurable approach, Muzak, the leading provider of business music services in the United States, has been able to quickly implement an internal IT support Help Desk System and add custom features required for their business requirements.

Web+Center is a suite of three, all web-based applications for Help Desk, Customer Self-Help and Sales CRM. Already a favorite for many education, government and corporate IT Help desk centers, the Web+Center product provides out of the box functionality with options available for extensive customizations if desired.

"We used to manage support requests with a very wide Excel spreadsheet. There was no way to track the performance of our support staff or keep the requesting user in the loop," stated Jeff Kelly, director of Technical Operations at Muzak. "The Web+Center Help Desk has been a huge success! It took a little while to retrain the users to use the system; users became accustomed to requesting support verbally or through email. Now that the system has been in operation for about 5 months, we receive very positive feedback from our customers." Kelly concluded "as a company, we definitely made the right choice when selecting ISS' software solution."