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Complex technologies made simple…

Introducing intuitive and user focused technologies is paramount to producing resource saving automation. The concept of Merlin’s technology solutions is to find innovative ways of streamlining business processes for service desks and customer support services.

Our view is simple - the quicker you can solve the end-user query, the higher the customer satisfaction and the lower the cost.

The Merlin Equation is comprised of:

• A web-based portal that is the first point of contact for all users.
• A user friendly knowledge base that quickly and accurately identifies answers to common questions.
• Status messages that give up-to-date information.
• On-line methods for logging and tracking a ticket.
• Choice of communication; email, chat, call back, VoIP or telephone.
• On-line password reset taking out manual intervention.
• Enabling remote control of a user’s PC to quickly resolve a query.

By combining all of these self-help facilities with a superior customer support service, Merlin’s equation will change your customer care strategy. We will deliver true cost savings and an improved level of customer satisfaction.