Press Releases
View All Press Releases| RightAnswers | 26 Jan 2010 |
Purple Heart Services Deploys RightAnswers OnDemand to Improve Help Desk Efficiency
RightAnswers OnDemand Assists with Commonly Asked Support Questions from Customers
Clark, NJ (January 26, 2010) – RightAnswers, Inc., the recognized leader in providing self-service and
knowledge management solutions, today announced that Purple Heart Services (PHS) – a division of the
Purple Heart Service Foundation – has deployed RightAnswers OnDemand to streamline its help desk
operations. Purple Heart Services selected the RightAnswers OnDemand solution as the cornerstone of its
knowledge initiative in an effort to improve the overall efficiency of its help desk.
RightAnswers OnDemand is a solution totally hosted by RightAnswers that is designed to specifically meet the
needs of service desks without any hardware or infrastructure investment. The Software-as-a-Service (SaaS)
business model allowed PHS to get up-and-running quickly, and begin using the IT knowledge management
system immediately. In addition, PHS’ support technicians are utilizing RightAnswers Support Analyst to
effectively resolve open incidents and access key IT support resources to minimize help desk call durations,
increase first call resolution rates, and reduce repeat calls and call escalation percentages.
“Our support agents have the training and skills to work with our help desk to resolve answers, but before
RightAnswers we really did not have the underlying knowledge that was needed to deal with sophisticated
issues and technical problems,” said Jonathan Frazier, senior systems administrator and IT manager at Purple
Heart Services. “With RightAnswers OnDemand, you can search for articles, view most popular articles, and
categorize all knowledge into a central location. This has really been a key asset to our help desk processes.”
In the past, PHS utilized various knowledge management solutions to assist in their help desk processes, but
none contained pre-populated content to jumpstart their knowledge base. In an effort to improve the efficiency
of its support analysts, RightAnswers delivered high-quality, pre-packaged content while providing a
framework for PHS to create their own – as needed.
“RightAnswers OnDemand provided Purple Heart with a rapid implementation process, a flexible engagement
model and high scalability,” said Jeff Weinstein, President and CEO of RightAnswers. “Most importantly,
however, it provided them with immediate benefits of improved first contact resolution, increased customer
satisfaction and improved close ratio on support issues.”
The implementation of RightAnswers OnDemand has provided PHS with some additional benefits as well,
including knowledge centralization, enhanced content, reduced call handling time, and an overall improvement
in communication throughout the organization.
“Our main purpose in deploying the OnDemand solution was to increase the efficiency of our help desk – and
it has really worked out well for us,” added Mr. Frazier. “The solution has provided our support analysts with a
method to collaborate and access standard industry content to reduce call handling time, increase first call
resolution, and create a more efficient support team.”
About RightAnswers, Inc.
RightAnswers delivers knowledge-driven content, technology and value-added services to enable IT support
organizations to optimize their service desk operations. As the de facto industry standard, the RightAnswers
Unified Knowledge Suite provides an ITIL-certified platform designed to help organizations keep pace with
their changing service and support needs while facilitating rapid problem resolution. RightAnswers is utilized
by more than 4 million users across hundreds of companies, including commercial enterprises, higher
education institutions and government agencies. For more information, visit http://www.rightanswers.com.
