Vision Helpdesk trusted by Government Organization: Empire State Development New York, Project – START-UP NY!
New York can be considered among the largest public research capacities in the world. It is the place where the research capacity is massive. Nobody does it like New York! Other important
features of New York includes Affordable and accessible land, Access to energy at lower cost, Diverse and talented workforce, Great place to work and live and the list goes on.. Due to these massive and great features there was an initiative for transforming communities across the state into tax-free sites for new and expanding businesses. This is where the journey of operating a tax-free business in New York State begins.
The START-UP NY program is transforming communities across the state. START-UP NY (SUNY Tax-free Areas to Revitalize and Transform UPstate NY) initiative is the game-changer that would transform SUNY campuses and university communities across the state into tax-free communities – including no income tax for employees, and no sales, property or business tax for 10 years. START-UP NY would attract venture capital, start-ups, new business and investments from across the nation and around the globe to New York by offering new businesses the opportunity to operate completely tax-free while also partnering with the world-class higher education institutions in the SUNY system.
Vision Helpdesk joining hands with START-UP NY to meet with their requirements
While having a conversation with our Vision Helpdesk team, Randy Shapiro the IT manager of START-UP NY pointed out that, as there are many types of businesses that are eligible to apply to the program. So they required a helpdesk that would help them to create the forum boards. Also there were questions that were asked frequently by the people of different businesses to find out whether they were eligible for the same or not. So they required a way in which their time would be saved by answering the same repetitive questions. They also wanted a way in which they could distinguish between different tickets that were submitted to them, so that they can easily sort them out. They also required a system in which they could generate the reports that were useful for the proper analyzing. There were at times when there were queries raised by people of different businesses who have registered themselves to the program, so they wanted to give timely response to such queries raised by them.
Taking into consideration with all the requirements of START-UP NY, Vision helpdesk was pleased and also happy to meet with all their requirements.
1) Creating Forum Boards:
START-UP NY wanted a system that would help to create forum boards for the people who have registered their businesses for this program. They wanted a proper interaction or communication between different businesses who have registered themselves. So the solution offered for this was Selfhelp! As selfhelp allows to setup question and answer tool, allow the customers to add suggestions. And even the comments, they are just like the blog comments. So it helped them to interact or to communicate with the people who have registered their businesses to this program more efficiently.
2) Answering to the Questions that are asked frequently:
They wanted a system in which they could save their time in answering to the questions that were asked repetitively. So the solution to this was Quick insert or the predefined replies. It also helps to create the selfhelp knowledgebase articles and this can be used any time while answering to the tickets. Thus the time was saved to a large extent and thus easing their work.
3) Ticket Properties to distinguish between different tickets:
They wanted a system in which they could distinguish between the tickets. So the solution offered for this was Ticket Properties. Every ticket can be assigned with different Domains, Departments, Status, Priority, Types and Flags. Thus when different properties are set for different tickets, then it becomes easy to distinguish between the tickets. And there is no confusion created while handling those tickets and helps for the proper management of the tickets.
4) Generating Reports:
They wanted a system in which they could generate reports for better and proper analyzing. The solution for this was Custom Reports. The reports can be generated quickly. They are used to analyze and measure the metrics of the organization.
5) Timely response to the queries:
There were different queries raised by the people who have registered their businesses to this program. So they wanted to give timely response to such queries which were raised. SLA was a solution for this problem. Whenever a ticket is send to the staff, SLA helps to give response to the tickets in timely manner. SLA helps in the proper management of time for responding to the queries raised by the clients.
It was really an honor and pride for us for meeting with all the requirements of such a Government body which is contributing so much for the society. All their requirements such as creating forums, answering to the questions that are asked frequently, distinguishing between tickets, generating reports and timely response to the queries were met and helped for smooth and efficient working of such a Government initiative.