On the front lines of the help desk for a Fortune 500 retailer, Mark’s first three calls of the day all point to a failed mail server.
While a colleague heads for the server room, Mark needs to notify affected users of the outage before 9 AM when most of them will log on. If he can do it quickly, he knows he can prevent a storm of calls that tie up phone lines and help desk agents.
Until recently Mark’s best channel for alerting employees was email. However a lot of users ignore or miss help desk messages in their inbox. Moreover, with a mail server out of service email isn’t such a good option.
Fortunately one of Mark’s Help Desk colleagues centrally deployed Klipfolio Dashboard to every employee desktop last quarter. Mark uses it to give users advance notice of software upgrades and scheduled network outages for maintenance. With Klipfolio Dashboard, alerts and notifications are available before a user launches any other application. And they remain visible all day.
This morning he creates a persistent employee alert to appear on the desktop of the users that are affected by the failed mail server. While passive alerts come and go on the desktop dashboard, persistent alerts remain on screen until users click them to indicate they have seen them.
Mark delivers the alert at 8:48 AM, just as the network monitor on his own Klipfolio Dashboard shows hundreds of new users coming on line. By 8:52 AM, the volume of help desk calls begins to drop off. Mark changes his facebook status to “under control” and calls the server room for an update.
Next: Learn how Lufthansa uses Klipfolio Dashboard to keep its employees informed regarding IT messages.
