GroupLink's Appreciation Dinner and Customer Webinars

GroupLink’s Appreciation Dinner
Keaton Gerrard
Customer Care Representative
kgerrard@grouplink.net

Presenters
Dave Turner
President & CEO
Kathryn Thomas
Customer Care Manager
Brian Kap
Explorer Product Expert
Dwain Kinghorn
SkyCentral Product Expert
© GroupLink Corporation 2014

Your Customer Care Team
Kathryn Thomas
Customer Care Manager
kthomas@grouplink.net
Kyela Davis
kdavis@grouplink.net
Keaton Gerrard
kgerrard@grouplink.net
Andrea Pillsbury
Customer Care Administration
apillsbury@grouplink.net
Aimee Kocinski
Marketing Communications Coordinator
akocinski@grouplink.net
Kyle Heath
Customer Support Representative
kheath@grouplink.net
Dan Cabrera
Customer Support Representative
dcabrera@grouplink.net

Connect with us!
Facebook http://www.facebook.com/everythingHelpDesk
LinkedIn http://www.linkedin.com/company/grouplink
Twitter http://www.twitter.com/GroupLink1
Google+ https://plus.google.com/111599861763768167702

Customer Webinars
Join us for our customer webinars for
– Updates on latest and upcoming releases
– Information on better using everything HelpDesk
– Best practices from your peers
– Opportunities to ask questions to your Customer Care Team
Join our email list or find upcoming webinar announcements
at www.grouplink.com/customerwebinars.html

We’d Love to Thank You!
Tell a friend about everything HelpDesk and you’ll get*:
$50 when a qualified referral sees a demo
$200 when they purchase everything HelpDesk
Send referrals to info@grouplink.net or 801.335.0700
*Details at www.grouplink.com/customer-referral.html

Dinner Survey
Be sure to fill out our survey and be entered to win $100!

Mission Statement
To further its leadership of best-practices CRM
and Service Support solutions for Microsoft,
Novell and Linux platforms.

Vision Statement
Delight our customers by consistently delivering
high-performance support services, support
materials, and products that exceed their
expectations and leverage their existing IT
investments.
Maximize employee opportunity and performance
by enabling them to be passionate about, and excel
in, their growing stewardship and contribution.
Increase company focus and value by growing
highly profitable business units recognized as
leaders in their markets.

Market & Product
Targeted SFA / CRM
State/Local Gov’t Other
Target I.T. Professionals
Plant seeds in I.T. departments -- create loyalty
K-12 Higher Ed State/Local Gov’t Other
User Self-Service Portal
SMBs Other K-12 Higher Ed State/Local Gov’t Other
Network Asset Discovery

Customer Care Priorities
– Answer the phone / pick up the phone and make a call
– Don’t make promises unless you WILL keep them
– Listen to our customers
– Deal with complaints
– Be helpful - even if there’s no immediate profit in it
– We should always be helpful, courteous, and knowledgeable; get
someone on the phone that can help
– Take the extra step

2010-2013 eHD Growth Review
2010 2011 2012 2013
eHD Customer Growth 9.9% 16.6% 12.2% 7.6%
2014 and Future Growth:
 Ongoing focus on key industries
 Strategic Partnerships
 Customer Referrals

everything HelpDesk Latest Release
Version 10.3
- Integration with Explorer
- Added new asset fields
- Custom fields – dropdown re-ordering
- Custom fields can now be disabled in order to keep an old
value for data integrity
Learn more at downloads.grouplink.net

GroupLink Roadmap
everything HelpDesk v10.4 anticipated November 2014
- CAS Integration for SSO
- Individual email: send email to individuals instead of group
- Login button after resetting password
- Confirmation message for Knowledgebase emails
- Mail queue: send outgoing messages from a queue
- Reply to survey email will not generate a new ticket
- Email to ticket – handle HTML inline images as attachments

GroupLink Roadmap Cont.
everything HelpDesk v10.5 anticipated Q1 2015
- Last modified date stays the same when KB article is viewed
- Location will reset when contact is changed
- Level 3 tickets
everything HelpDesk v11.0 anticipated Q2 2015
- SLA project
- My Tickets screen save sort order
- Auto-complete on the CC/BC fields

Explorer Overview
– Discovers all network devices, including printers, servers, switches,
and more
– Provides detailed analysis of the network and connected devices
– Discovers inventory details for every IP device on the network,
including wireless and virtual components
– Imports all or selected discovered devices into everything
HelpDesk’s internal asset tracker

Common IT Problems
– User cannot log in remotely
– Workflow for software and hardware
requests
– Is it approved?
– Is it in the budget?
– Technology department is overworked and
understaffed
– Budget

Solutions to Common IT Problems
– Cloud-based, hosted solution removes the need for
maintenance of an on-premise solution
– Save time and money
– Automated, secure, verified password reset
– Workflows with approval chains tied to Active Directory
– Automate end user processes, resulting in reduced
support calls, increased productivity, and improved
end user satisfaction

SkyCentralTM Portal
– A cloud-delivered self-service portal that automates processes to
fulfill the most common user request services
– Automate business processes and leverage your investment in
Microsoft’s Active Directory and System Center Configuration
Manager (SCCM)

SkyCentral Portal Features
– Password reset with Active Directory
– Hardware requests
– Software requests
– Approval chain flows
– Link to create a help desk incident
– Link to a knowledgebase

SkyCentral Portal Benefits
– Cloud-delivered, customizable, and easy to use
– Reduces support calls, minimizing technicians’ workloads
– Increases productivity
– Provides an audit trail with reporting capabilities
– Improves end user satisfaction
– Inexpensive and easy to deploy
– Provides an open, customizable, and integrated set of web services

SkyCentral Architecture

Thank you!

GroupLink's Appreciation Dinner and Customer Webinars

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