AAA Carolinas offers a wide array of services and has been a longtime customer of BOSS. With over 30 offices spread across both North and South Carolina, maintaining nearly 100% availability of all workstations and software applications plays a very critical role in ensuring business continuity and smooth operations.
The primary function of the AAA help desk support team is to ensure 24×7 access to their business systems, which requires a service desk product to assist them in the process. Improving the speed, efficiency, and performance of the help desk support team was a major objective.
BOSSAssist is the help desk component of BOSS Support Central an enterprise service management solution that goes beyond just workstation inventory. It incorporates software distribution, patch management, software license management, interactive remote control, reporting, and asset tracking all of which can be accessed from a single console. BOSSAssist customers have a web interface that can be accessed from any computer on the Internet using a secure login ID and password.
They can now also access the help desk on the go using the BOSS mobile app for help desk. In the words of Mark Daeth, Network Support Manager for AAA Carolinas, “The web interface helps people to keep track of their ticket status online and saves time on calling the help desk every time.” This feature increases the productivity of the help desk staff since they no longer receive telephone calls asking for status updates.
Going a step ahead, BOSS also provided AAA Carolinas the ability to customize the text and content of the e-mails to be sent. This saves their technicians a lot of time as they do not have to remember to send status updates to their end-users. In fulfilling such requirements Suri Anantharama, CTO of BOSS says “The mission of BOSS is to provide solutions to customers and not just products.”
Anup Ravindranath, BOSS Support adds, “For many years, I have relied on AAA to provide me with the necessary support when I drive my car. Today, it gives me great pride to be able to support them and help drive their business more efficiently.”