_______________________________________________________   Automated Helpdesk - Real-time User Guidance

Trains Users, Improves Performance, & Reduces IT Support Costs   New BI users come on-line. New subject areas are added to the data warehouse. Increasingly powerful BI tools allow users to "get in trouble". All too frequently the helpdesk or DBA staff get sidetracked with common and recurring user problems. And, it seems user training never gets to the top of the priority list. All these issues serve to make supporting BI and data warehouse users resource intensive and never ending.   Teleran's Automated Helpdesk addresses these common user support problems with an automated user messaging facility that guides and trains users in the context of their query or report. While iGuard prevents users from making common errors, Automated Helpdesk provides immediate guidance to users to effectively and efficiently access and interact with data. With Automated Helpdesk companies increase service levels and user productivity while reducing helpdesk, training and IT support costs. Merrill Lynch "Teleran messages have enabled us to guide and support more people at a reduced cost, maximizing the business value of our applications." - Joe Pomerantz, first vice president of global data management   Automated Helpdesk messaging improves user productivity, reduces support demands and minimizes help desk calls.   Automatically guides & instructs users with real-time messages Improves how users interact with data Reduces IT helpdesk, training & support costs Works with all SQL-generating applications     Automatically Guides & Instructs Users With Real-time Messages   Teleran's Automated Helpdesk messages work in conjunction with activated iGuard policies. Whenever an iGuard Policy is triggered by an inappropriate query, a configurable Automated Helpdesk message is instantaneously sent to the user, suggesting how he or she can improve their query. Performance management "This query will run for more than 180 minutes. Please schedule your query to run overnight." User training "Do not join a fact table to itself. This will create a Cartesian product or "runaway" query that will consume significant system resource and deliver an unusable result." Business priority   "Only the Finance group can access P&L tables on the last day of the quarter. Try your query again tomorrow." Query accuracy "Joining these two tables will produce unreliable results. Try again using the customer table in the sales schema." Maintenance and data refresh "This table is now being updated. Submit your query again after 8:00 am." Data privacy  "You are not authorized to access the salary column."        See how application managers guide users     Back to top   Improves How Users Interact with Data   Automated Helpdesk guidance has proven to improve the quality of user interaction with information. Helpdesk messages prevent common user errors, increasing users' productivity as well as their business performance. Corporate Express "Teleran’s user communications capability helps business users be more efficient and smarter in their use of information. Matt Pohl, Data Warehouse Director  Reduces IT Helpdesk, Training & Support Costs   No longer will your helpdesk or DBA staff have to spend hours dealing with common and recurring end-user query problems. Messages can actually train and remind users how to maintain the effectiveness and efficiency of their queries, reducing helpdesk calls.  Automated Helpdesk gives IT staff the time to focus on more strategic projects.   Works with All SQL-Generating Applications   Automated Helpdesk messages work with all SQL generating BI, analytical, and enterprise applications, including two-tier, three-tier and web-based applications.       Back to top