Utility's re-engineering project gets support out of the dark

Article Abstract:

Utility firm Florida Power and Light Co has completed a re-engineering project which was designed to boost the level of support to its employees. The project, which involved the strucutring of the Information Management Support Center, has drastically improved the level quality of service. As part of the project, the utility firm has implemented Remedy's AR System, added escalation levels, implemented service level agreements and increased the hours of the help desk.

Electric Utilities, Electric Power Generation, Transmission and Distribution, Florida Power & Light Co.

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EDSA benefits from automated help desk

Article Abstract:

EDSA Micro Corp is benefitting from the installation of PHD's help-desk software in 1996. The product satisfied EDSA's overall requirements which included 24-hr support, electronic emailing system, the tracking of problems and resolutions, minimization of technical support resolution time and enhanced software quality. The help-desk software is especially helpful in eliminating the issue of time differences through the use of the Web.

Electrical engineering software, EDSA Micro Corp.

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