Case Study: Credit Management Software Company achieves unified helpdesk and project management, accurate time tracking and SLA compliance with OneDesk

Credit Management Software Company - Customer Case Study

Credit Management Software Company, a South African provider of utility and revenue management solutions (credit control and debt collection software for local governments), needed a way to manage client requests, projects, communications, time tracking, SLAs and productivity reporting. They selected OneDesk’s helpdesk and project management software to give them a single platform for both support tickets and project work.

OneDesk implemented its integrated helpdesk and project management tools with custom fields, built-in time tracking (timers and timesheet import), Gantt scheduling, workflow automations for approvals and SLA alerts, and customizable views/reports. With OneDesk the company can accurately log billable hours, automate supervisor approvals and SLA breach notifications, and generate reports (for example, overdue items from the past week) to spot bottlenecks—improving visibility, billing accuracy and SLA compliance.