About

Acer is one of the world’s top ICT companies and has a presence in over 160 countries. From service-oriented technologies to the Internet of Things to gaming and virtual reality, Acer’s 7,000+ employees are dedicated to the research, design, marketing, sale, and support of products and solutions that break barriers between people and technology.

Problem

We have great products and a long history. We felt confident with our technical service but our internal system was not able to generate a comprehensive weekly and monthly report on the cost of repairs, preplacement, spares, etc. Since we have many diverse products, we needed a solution to help our internal teams manage all of them. We didn’t want a complicated solution, just something that would power our support and allow us to monitor its success and costs.

Solution

We selected ProProfs because we recognized that they would provide us with a powerful product and the support and customization we needed to succeed. ProProfs helped us set up custom fields so that our employees can input the cost when they close a case. This means we can analyze our support costs quickly and easily.

Result

As we anticipated, ProProfs has good service and good structure. ProProfs’ off-the-shelf solution and some key customization did the trick. Now we can get the reports and analytics we need, whenever we need them. We also have the ability to analyze the cost of our replacement, spare parts, and other service items, which is key information. We have about 2,600 operators using ProProfs Help Desk, and we are happy with the ability to set up custom fields and support multiple languages, including Chinese, which is especially helpful since we are based in Taiwan.

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