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versaSRS Help Desk . Service Desk . ITSM
quality of service
Case Study – Avalon Property Group
“Providing a more professional service to our Avalon group of companies.”
Jacqui Kubank, Systems Accountant, Avalon Property Group
versaSRS Help Desk . Service Desk . ITSM | quality of service Case Study – Avalon Property Group
www.versadev.com 2 Delivering Business Software Solutions
Organization:
Avalon Property Group
versaSRS Help Desk . Service Desk . ITSM
BACKGROUND
Avalon Property Group has established a group of businesses that can not only develop a residential solution, but deliver it.
The company is the owner of well-known brands including Adenbrook Homes, DesignBuild Homes, Windemere Interiors and the The Home Expert Group. Through
these brands, end users can research information, utilise a range of services and achieve an outcome.
INTERVIEW
Jacqui Kubank, Systems Accountant, Avalon Property Group
DATE
5/07/2011
Where Solution Used:
Brisbane, QLD
URL:
www.avalonpropertygroup.com.au
Industry:
Property
Key VersaDev Product Used:
versaSRS
Key Technologies Used:
MS .Net Framework 2.0
ASP .Net MS SQL Server 2005
MS Exchange 2003 MS .Net Windows Services
Active Directory Web Services
versaSRS Help Desk . Service Desk . ITSM | quality of service Case Study – Avalon Property Group
www.versadev.com 3 Delivering Business Software Solutions
Please describe the business using versaSRS.
What were the issues faced by the business unit
prior to implementation of versaSRS?
What products had you
reviewed prior to using
versaSRS?
What were the deciding factors in choosing
versaSRS?
Was versaSRS easy to
implement?
How many technicians currently use versaSRS?
Did you know what versaSRS was capable of?
Was any formal training
required?
In what ways is the
business using versaSRS?
What is the biggest impact
versaSRS has made on your business?
How do you think versaSRS
may have contributed to your customer’s satisfaction
or business delivery?
Avalon Property Group is a group of companies servicing Adenbrook Homes (residential construction), DesignBuild Homes (custom homes and
renovation), Windemere Interiors (interior design).
Time consuming organisation of support emails, unable to report on resolved and outstanding issues, and unable to track support requests forwarded to
other system owners.
ZenDesk and ConnectWise.
Cost and program features, we did not require a complex ticketing system and were not prepared to pay ridiculous costs for a system where we would not
utilise all the extra features.
Yes, a few minor problems to begin with relating to the way our server was setup but no problem once we figured out the requirements.
Approximately 5-10.
After reading the online documentation of features.
Only informal training for the systems owners on our end.
All support calls for our Avalon group of companies, IT, General Operations,
Systems, Process, Marketing and Sales updates etc.
Major reduction in time dealing with support calls manually through a support
email mailbox, providing a more professional service to our Avalon group of companies.
Providing Avalon with a professional help desk function, easy to use.
versaSRS Help Desk . Service Desk . ITSM | quality of service Case Study – Avalon Property Group
www.versadev.com 4 Delivering Business Software Solutions
About VersaDev
VersaDev is an innovative software company specializing in enterprise-wide mission-critical Microsoft .NET applications for small to large-sized businesses worldwide.
Our flagship product, versaSRS is Help Desk/Service Desk/ITSM software that is built on cutting-edge Microsoft .NET, XML,
and Web services technologies.
versaSRS enables organisations to quickly and effectively deploy comprehensive Service, Incident, Configuration and Service Level Management processes with a minimum investment in infrastructure.
In addition, versaSRS enables businesses to leverage off their existing investments in technologies such as Microsoft’s Windows, Internet Information Server and SQL.
VersaDev also provide custom software development for global enterprise clients with specific business needs in the areas of
business process improvement, workflow and automation processes.
VersaDev’s customers range from small to large companies in manufacturing, computing services, agriculture, retail, health, government agencies, universities and professional firms of all kinds.
VersaDev Pty Ltd 134 Gilbert Street
Adelaide SA 5000 Australia
t:: +61.8.8463.1914
f:: +61.8.8212.8447
w:: www.versaSRS.com
