With some 7,000 customers to support, awinta GmbH is the market leader for pharmacy software in the German health care market. The customer service network consists of sales, technology, system consulting, and the hotline service. In this context, the service team handles approximately 1,700 calls or e-mails daily concerning the most diverse application queries or problems. To further improve the service for its customers, awinta is integrating USU self-service technology into its inventory management system. The new self-service module is called aHelp. The tool offers a central integrated service channel for the various user issues and can be supplemented if necessary with additional communication channels such as chat services.
With the help of an intelligent knowledge database, pharmacy customers can quickly and independently find a solution to their current IT problem or issue. Check lists or references to on-line seminars, for example, round out the supply of information. In addition, important context-related messages are automatically displayed by the system, for example, if the email server is temporarily unavailable due to maintenance. As a result, calls to the IT service are drastically reduced or completely eliminated. If the user does not find a solution in aHelp, he or she can also create a ticket for the hotline directly at the press of a button.
The knowledge database currently contains around 2,000 solutions, which are continuously expanded and updated by a knowledge management team. Six months since it was rolled out, aHelp has already registered 150,000 hits. Usage has been continuously increased with the help of targeted references and advertising. Feedback from awinta customers is consistently positive. The number of requests directed at the IT service has fallen significantly, as have processing times thanks to references to existing solutions in aHelp.
Awards such as "Best IT Partner" confirm the high standards of innovation, quality, and customer service that we set ourselves. We are therefore delighted to use aHelp to offer our customers a practical system help function that is integrated into the workflows and is gaining broad acceptance.