Why A Web-Based Help Desk Could Be The Key to Your Success

An on-premise help desk software solution that you buy and install on your company’s servers technically makes you the “owner” of the help desk operations. This “ownership” can be seen as providing more security, even if security is not actually increased. The main advantage of having an on-premise, installed software is that it has a one-time purchase fee with no ongoing rentals or fees for additional users. But, that’s about it. A web based help desk offers advantages that may appeal to you.

Web based software sits on the supplier’s server with specific help desk applications accessed via the Internet when needed. Under this installation, the supplier is responsible for the maintenance of the software. For a web based help desk, the goal of the supplier is to ensure maximum uptime and reliability. The supplier ensures that maintenance and management for the solution are properly provided. If, on the other hand, an organization installs the software solution on its own server, maintenance becomes an added task to its other business processes.

Secondly,  a web based help desk is always up to date because upgrades are easy to access and install since they exist on either the same server or on a connected one. This means that you will receive the maximum features and benefits of any upgrades.

Thirdly, with an on-premise solution, if any problems arise, you would have to rely on a software engineer to come to the office and wait for repairs and modifications, which can affect your productivity. Instead, with a web based solution, the supplier has experienced engineers available 24/7 to solve any issues, minimizing system downtime should a problem occur.

Unlike an installed, on-premise software, a web based help desk involves rental fees and license charges. However, these are operational costs and not a capital expense, which a business could take advantage of for tax purposes.  Additionally, since the licenses are scalable, seasonal businesses or businesses under cyclic fluctuations in workload can reduce or increase the number of licenses according to their needs.

If you are not satisfied with your solution, you can easily switch suppliers without any major losses. Because the service and support they provide set them apart from the competition, most web based providers offer high service standards.  A web based service provider is also more invested in providing excellent service because their profits depend on rental income.

With a web-based help desk, configuring the help desk to your specific business needs is easily done by experts.  Should future configurations be required, they can be easily accomplished and done outside of normal or peak business hours to reduce any disruption to your operations.

A web based help desk solution offers many advantages and resistance to making the switch from an on-premise solution is usually unfounded. It is not unusual for a business to subcontract or use external expertise to assist in non-core operational areas. The same principle applies to help desk software. With access to professional support and assistance, the advantages of a web based help desk outweigh any perceived disadvantages.