In May, 2005, Micronet introduced a revolutionary change to how we provide support to our customers. Micronet @ ssist! is an initiative designed to vastly improve our responsiveness and ensure the highest level of service possible.

Currently, when a call is logged, the details are entered into our support system and in most cases you receive a call back when the next helpdesk operator is available.

With Micronet @ ssist! our goal is to receive your issue and allocate it to an operator at that time. That operator will then ask you appropriate questions to identify the best way to resolve the issue or can escalate if required.

We have invested significantly in infrastructure, resources and high level to ensure that our staff will be in a position to assist you quickly and efficiently. We conducted a trial of Micronet @ ssist! for our South African customers for almost a year and their overall impressions were very positive.

“ Given our remote location, it is not cost effective to make international telephone calls when you need assistance. The time difference also means that emails may not be responded to until the following day. The level of support provided by Micronet via Micronet @ sist! is fantastic. We can now have our problems resolved on the spot with assistance from help desk staff. The most important benefit is that you can chat with the help desk staff in real time. This provides comfort in the fact that you know that your problem is being attended to straight away. It is also ideal as there is more two way communication between the user and the help desk. Information can also be passed back and forwards quickly meaning the problem is more readily identified and solved. Queries or problems are solved quicker as there are no delays in waiting for emails or phone calls. Overall it is a much more instant and effective method of communication.” Kieron Goss, General Manager of Pirtek Southern Africa (15 locations across South Africa )

Initiating a help desk call has been simplified even more. By logging onto the Micronet website you can start a discussion with the support moderator who will take the details and immediately pass you to a support operator.

If you are working after hours, you will no longer have to wait to raise an issue with the helpdesk because staff will generally be available until Midnight (Eastern Standard Time) and eventually we hope this will move to 24 hour access.

There are numerous benefits including:

• No long distance phone calls for interstate or overseas customers
• No waiting on hold on the phone
• No loss of information as the call is relayed to another operator as you have documented the call properly when logging the issue
• Immediate response to the majority of issues
• More operators on hand than ever before
• More qualified helpdesk staff
• Escalation procedures more closely defined
• Many answers available directly from the new support website when you log in
• All calls documented properly, responses in writing also
• Log a support call outside normal hours via the website

Our aim is to improve our ability to answer your questions in a timely and cost-effective manner. We will conduct a review later in the year to ensure we are meeting your expectations. In the meantime if you have any questions or comments, please feel free to let us know by sending an email to helpdesk