Help Desk/CRM Solutions & Services

     Nexus are the premiere call center specialists in your area. We have over 30 years combined experience in call center environments on the Nexus team. Working for Information Technology (IT) and non-IT call centers alike. We work with your staff to understand your unique business processes and workflow using best-practices methodology. Nexus consultants will work with your staff to integrate your processes and workflow into industry leading fully web-enabled call center applications that grow with your needs. Gain the valuable insight into the productivity and efficiency of your call center with detailed and customized reports from Nexus enterprise engineers.

Please take a further look at the depth of the Nexus Consortium, Inc. Help Desk offerings:

Incident Management

Is your call center searching through reams of paper just to find that old fashion trouble "ticket" from the customer's first call? Are your analysts able to find and updates your client's information quickly and effectively? How many of your analysts are using your base of knowledge from previous ticket resolutions to increase efficiency and productivity? Do you know how many first call resolutions your analysts make on a given day?

Nexus are the help desk specialists. We have worked on and managed help desks so we know what hills Help Desk managers have to climb to balance cost, productivity and client satisfaction.

With a few days, you could have an effective ticketing system that allows you to find and update data, open incidents that automatically generate work orders based on the type of problem, escalate calls not resolved in time to meet your client's service level agreements and much, much more. Let Nexus help you work your established business processes into automated processes within a 100% web based help desk application and get the data from you day-to-day operations that show the value of your team.

Work Orders

Your first line of defense, your steadfast call-center operators have taken the call and determined the problem requires on site attention. Instead of yet another piece in the paper trail slowing down your well-established procedures, automate your operation through work orders generated in your web based help desk application. By tying the generation of an incident to a work order using simple logical business rules engines, you can trigger the assignment of work orders based on subject, and even notify multiple groups when work orders are assigned to them from a single incident. Fully integrated with the Incident and Asset Management modules, work orders give you the control that you need to keep call center efforts moving.

Asset/Inventory Management

Nexus works with you to fully realize the potential of tracking your assets and keeping an accurate, updated inventory in your organization-while fully integrating that asset data into your daily workflow.

Get a soup-to-nuts solution from Nexus for all your asset management (IT and non-IT) needs: asset labels (polyester, metallic, removable, non-removable, etc), scanners, software, services and reporting.

Integrate bar-coding technology into a centralized application that helps you track assets from receipt through end-of-life using technology from leaders such as Symbol Technologies.

Facilities Management

Are you getting the most out of your call center application?

Utilize proven technology and methodology to manage the operations of your facilities from the call center--track fuel consumption, light fixture repairs, leaky sinks, painting, and more!

Assign work orders to your Facilities staff just like you would to your IT staff and keep a segregated database of facilities assets. Report on the efficiency and productivity (time-spent) on facilities personnel, just like your help desk.

Change Management

Is change in your organization disruptive?

Is change costing your organization money and affecting your bottom line?

Do you have the right personnel focusing on the right problems when it comes to change?

Nexus can help you assess the impact of change, how to manage it, and how to automate the process of change management to reduce the impact across every department in your organization.

Nexus can do all of the above while still using the flexible, web-based technologies that you are using for call center ticketing, work orders, inventory, and facilities management!