Author Archives: Kelly Bevan

BOSS Solutions Named as Top 20 Most User-Friendly Help Desk System by Capterra

BOSS Solutions is excited to announce that we have been named as a Top 20 Most User-Friendly Help Desk by Capterra, an affiliate of Gartner. The report provides a look at the most user-friendly help desk systems based on their usability, customer services provided, and customer reviews View Report .

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Earlier in the year Capterra also named BOSS Solutions as a Top 20 Most Affordable ITSM Software provider.

Help Desk /Service Desk ITSM software is a must for any IT team handling service requests for an organization. The requests may range from simple ones like resetting passwords to managing critical issues like major server outages that may end up paralyzing the operations.

The Help Desk evaluation was scored on the following criteria and BOSS Solutions scored in the top group in every category.

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BOSSDesk helps Streamline interactions and Transforms productivity for the City of Winterpark

 

Winter Park is a suburban city in Orange County, Florida, United States. Winter Park was founded as a resort community in the late 19th and early 20th centuries. Located just three miles north of Orlando , the city is nine-square miles with over 28,000 residents. Winter Park is known for its Old World charm, elegant homes, quaint bricked streets, first-class shopping and dining experiences.

The  City of Winter Park, FL  has been streamlining interactions and transforming productivity not only in IT but in other areas like HR and Purchasing with the help of BOSSDesk, IT Service Management solution on the Cloud. The city moved from the TrackIT solution to BOSSDesk due to the need for a more intuitive, modern and user friendly solution.

In the words of Josh Panton, Senior Systems Analyst at City of Winterpark, BOSSDesk is an ITIL centric service desk solution with unlimited customization and a great clean, easy to navigate UI

Implementing BOSSDesk has resulted in users engaging well and recording issues through the portal increasing accountability and efficiency.  In addition to using the solution for managing incidents and requests, the IT department is also using BOSSDesk to manage the city assets (Cis). All the assets such as laptops, phones assigned to employees are tracked. This increases ROI through accountability and getting more utilization of the assets. This capability has been extended to other departments as well. The Purchasing Department processes all Purchase requests with the help of BOSSDesk. Automating Employee Onboarding and Offboarding through BOSSDesk service catalog, has resulted in tremendous savings of time and improved efficiency. Earlier, several exchange of emails were needed for completing simple tasks.This has now been replaced with one form that automates all the tasks with appropriate routing and approvals.  All the information is tracked and the task gets completed in a timely manner.

The use of Problem Management has helped identify and solve problems in a more organized way thereby avoiding recurrence of incidents. The automation associated with Problem management results in quick resolution of all incidents associated with a problem and users get updated and notified in a timely manner.

 Change Management has been put in place and has helped the city plan and implement changes in a more organized fashion. Better communication and automated approval processes has increased cooperation from stake holders and users. This ensures that the actions of the administrators does not affect any end users. The BOSSDesk Mobile app has benefitted the city in more ways than one. It is a big time saver as technicians can address issues on the go. The departments service multiple locations and technicians are out in the field a lot . The smart phone access is a time saver as it helps the techs resolve and update the tickets quickly and managers are able to monitor the tickets as needed.The availability of mobile app has improved efficiency and user satisfaction. 

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Unapologetic Luxury at The Breakers Enhanced by BOSS Solutions

 

The Breakers located in Palm Beach Florida is a luxury Resort & Hotel offering unapologetic luxury, seaside glamour and world-class service.The Breakers is a 5 star Resort & Hotel that also has four sets of High End Apartments .The Breakers has been a customer of BOSS Solutions for many years.

 

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Their IT department has been using BOSS Support Central our fully integrated on premise ITSM solution to manage and track incidents and requests at the Hotel. The BOSS Support Central suite includes modules for IT Service Desk, Asset Management and Lifecycle Management.

 The Breakers Apartments are owned by high end clientele and can also be rented out by the month or year.  This section of The Breakers is called Breakers Row.  There are four separate buildings that each contain around 20 apartments each.  The Breakers employees take care of all the maintenance, landscaping and security for this section.  All these years, Security and Maintenance employees at the Breakers Row were using manual time consuming pen and paper processes to record all their tasks. They were hand writing all work orders to track what was being done inside each apartment.  However tracking information manually was very difficult and getting a report was impossible. They contacted the Breakers Technology Department for suggestions on how they could better handle their work orders and asked if they would be able to use BOSS Support Central in some form to help them.

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Employee Onboarding: Easing first day anxieties with BOSS Support Central – ITSM On Premise

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The first days on the job for new employees are critical to their ability to fit in and become as productive as possible, within a short time. Onboarding — the process to help just-hired employees acclimate to a new environment is not a stand-alone event but part of a more comprehensive process. Onboarding is not just a buzzword for orientation or something that is needed only in large companies. When incorporated it really helps small and midsize businesses streamline the process and ensure that new employees become productive and satisfied members of their staff.

BOSS Solutions Customer, Beaufort Memorial Hospital has been serving the healthcare needs of the South Carolina community for more than 70 years. Opened with 25 beds in 1944, the hospital has seen significant growth over the years and is now the largest medical facility between Savannah, GA. and Charleston, SC. We recently had the pleasure of speaking with Willard Fosberry, Director of IT Infrastructure at the hospital, about how his team has been able to adapt BOSS Support Central the ITSM On Premise solution offered by BOSS Soutions for managing the On Boarding process of all new hires at the organization. Willard spoke at length on how he has benefitted by using BOSS Support Central for Employee Onboarding besides using it to track issues.

Beaufort Memorial Hospital had been using BOSS Support Central for their help desk ticketing and they recently extended its use to the on-boarding process of new employees at the hospital. Before a new member of staff is due to start at the organization, the hiring manager simply completes a new hire web form detailing the equipment and privileges that person is going to need. This information is then used to automatically create work orders that are sent to the appropriate staff members for completion.

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The Birth of BOSS811

Forsyth County, with the help of BOSS Solutions, has implemented a cloud based 811 ticketing solution BOSS811 to replace a costly web-based service for managing utility service marking/location requests.

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The state of Georgia has a central service where citizens can call 811 to have utility services lines marked before doing any construction or digging. The state office determines the local agencies responsible for providing those utility services and notifies that local agency about the utility marking request.

Forsyth County used a web-based vendor to track these service requests and to transmit status updates back to the state agency. The county paid the vendor for each service request posted on the vendor’s website, and there are 100-200 service requests each week. This web-based service was very limited, had no reporting functions and had no workflow to monitor/manage service requests.

BOSS Solutions worked closely with Forsyth County to replace the existing service request listing website with web services to receive an XML data feed from the Georgia state agency and turn that into Support Central tickets. Forsyth County water utility service crews use Support Central in the field to manage service requests. They have dashboard reports to list any emergency service requests and to show service requests inestimated completion date order. When service requests are completed, the Support Central web services transmit updates back to the Georgia state agency. We call the new BOSS Solutions application “BOSS811”.

The new BOSS811 service provides all of the functionality of the website listingservice and more. Support Central has workflow to monitor ticket status and escalate unassigned tickets. Timesheets can be used to track the time spent on each service request. Service crew workload can be tracked as tickets are assigned to crew members.

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How one US state got much needed Elections TLC from BOSS Solutions

 Elections.jpgElections can be a busy time for the State Departments and the sheer number of requests from county precincts can be
overwhelming. The Elections Division of the GA Secretary of State’s Office organizes and oversees all election activity, including voter registration, municipal, state, county, and federal elections. They are responsible for certification of election results as well as certifying the qualification of candidates and preparation of ballots and election forms and materials. State departments have multiple zonal officers who manage various geographical areas to address incidents and requests quickly and efficiently.  It is the dream of every Secretary of State to have one efficient solution that will handle county request submissions, workflow routing based on the business process, escalations on pending requests beyond SLA, email notifications, and dashboard reporting. 

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