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 Bilingual Help
Desk
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GHI Technologies provides users with immediate access to technical assistance for any software related problem that may arise.
Helpdesk Services Overview
GHI Technologies performs a review of calls, call backs, and conducts customer surveys to ensure that the highest levels of support are maintained. The following are the responsibilities of the GHI Technical Support Specialists.
- Inbound Call Centre (1st, 2nd, and 3rd level support)
- Outbound “Proactive” Call Centre
- Service Pack updates
- Territory Realignments
- Synchronization Reports
- GPM/TSA Reporting
- RX Level Reporting
- Call Reporting
- Connection Reporting
- Training for new modules
- Systems Analysis
- Transaction Logging
- Transaction Monitoring
- Transaction Reporting
- Specific “One Run” reports
- Training manual English/French
- Database Comparisons
Helpdesk Service Hours
GHI’s bilingual Helpdesk hours are from 8:00 a.m. to 8:00 p.m. EST Monday to Friday. The secondary coverage for Priority One issues will be provided via a pager.
Helpdesk Service Level Agreement
Since GHI is experienced in providing CRM and Business Intelligence Helpdesk services to other Pharmaceutical organizations, our normal operating procedures comply with the Helpdesk SLA requirements outlined in the RFP.
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