mHelpDesk Demo with IT Department at Pharmaceutical Company

Transcript Ryan: Just to give you – I’m just going to go through a couple of slides just about mHelpDesk just to give you an idea of who we are and stuff like that. So we’re mHelpDesk. We were founded by two senior software engineers who were pretty much executives at Lockheed Martin. They weren’t like actually executives but they built large systems for like the Department of Defense, the Department of Homeland Security and just like these other massive software systems that like millions of users use so they’re just like geniuses in building with larger scale systems. They’re really – our CTO actually has this top secret clearance so they’re really focused on like data security and just building really tight systems. We host everything in the cloud and we use Amazon’s EC2 servers. You’re familiar with Amazon, right? Male Speaker: Yeah. Ryan: OK, cool. Then we use Microsoft SQL Server as our backend database and everything is stored at bank level security. So we use 256-bit encryption. A lot of other companies use like – I think like 10-bit encryption. It’s like lightly encrypted. Ours is like very encrypted so that it’s like really secure. We back up everything in the cloud and obviously since we’re using Amazon, it’s 99.99 percent up time. So you’re never not going to be able to log in and the data is super secured. It’s kind of the high level points of that. So, on a lot of like independent third party sites for finding software, mHelpDesk is actually the number one rated service management software and these are all like just kind of directories and things like that. So a lot of customers. Speaking of that, we actually just passed 10,000 customers two months ago. I think we’re approaching in the 12,000 range now but it’s – a lot of our customers are vocal and the cool thing is that like since we don’t have any contracts, like any of our customers could actually come down at anytime. Like no one is locked in. But since they are getting such value, they all stay with us month over month. So it’s pretty cool. So anyway, I will just – I’m going to dive right into an actual demo. Can you just – so I have some notes here from Stephen, your pharmacy management company. What kind of – doing consulting, in-house sites. Can you just tell me a little bit about what you’re looking for and things like that? Male Speaker: Well, I’m sure what you guys off could probably do a lot more benefit to us. But right now, we’re just looking for something that we can – something that’s simple, something that we can use to track trouble tickets for our IT help desk. Ryan: Oh, perfect. OK. See, that’s good. That’s helpful because I can kind of just focus on that and I can maybe strip out some of the other stuff that we do, so it doesn’t seem overly invoices and scheduling and all that if you’re just looking for ticket tracking and assigning jobs and things like that. So is that pretty much it? So you create the ticket. So can you just give me, I guess, example of the workflow that is going to happen? So you have calls that come in. You create – are you billing for the tickets? Tell me a little bit about that. Male Speaker: Yeah, there’s no billing or anything. This is all internal for the company and so I’m sitting here in the IT office in our main office and we have two pharmacy locations and then another location that will be opening. We just have a bunch of users accessing a terminal server. If they have issues with any applications or hardware, I just need them to simply send me a ticket stating where they are, what they need, what the problem is, and then I can just go on exit. Ryan: So are you assigning the work to other like techs? So a bunch of people are creating the tickets but then you’re like pretty much the only one that’s actually like doing the work. Male Speaker: Exactly. Ryan: OK, cool. So you’re like the tech but not really like the dispatch. Other people are kind of logging in and creating the tickets and they just all get assigned to you. Male Speaker: Yeah. Ryan: OK, cool. Male Speaker: Yeah, that’s kind of what we want, like a – just a program. Ryan: Yeah. Male Speaker: For notification of when somebody is having an issue, what the issue is and then … Ryan: So what are some examples of issues, like some – what are some examples of issues? Like there’s not enough like Adderall in like a bottle and you got to like fill it up or is it like more along the lines of the thing is broken or something? Male Speaker: It’s more like we have a call center [0:04:48] [Indiscernible] billing specialists. You might have it – deal with their terminal server not connecting or they’ve lost their internet connection or the printer is not working. Ryan: Got it. So it’s true IT-related issues as well. Male Speaker: Yeah, or the billing software is locked up and frozen and they just need the remote [Indiscernible], just simple stuff like that. Ryan: Got it, all right. Yeah. I mean this is perfect. So I’m just going to go through to kind of show you the ticketing, how easy it is, and things like that. So basically right here, we’re looking at – this is tickets. This is all your tickets right here. This is a list view. Let me go into a demo account. This is actually like my real account. So I’m going to go into an account called Murray Menager [0:05:39] [Phonetic]. So there, let me call a ticket. So it’s calling – everything is customizable. So if I go to Settings, Dictionary, see I was calling it jobs there. I’m just going to change it from jobs to tickets just so it’s kind of like speaking your language. Very customizable in terms of the language and the labels and things like that. I’m also going to turn some things off. I guess it’s invoice, customer equipment. All right. So turn that off. So basically, all right, so here’s the ticket. This is a list view, right? So at a glance, you can see just a list of all of your tickets and right here they’re being grouped by status, so I could see all right, here’s my tickets and open, in progress, job received, estimate sent. These are all statuses that you can customize but right now, it’s grouping these tickets into these statuses. So, it’s just kind of at a glance, just shows you where these tickets are in their life. So it’s pretty straightforward. I’m sure you’re familiar with it but if you need to add a ticket, you can click Add Ticket and again this is all your – your users can all do this as well. So it seems like the customer would either be like their name, probably like their name because they’re the ones that you’re actually like doing it for or maybe it would be like the company and they would be the contact. But regardless, they put in OK, hey, here’s my name, status of the job. You might only have like call it five, six, seven statuses, like new, in progress, waiting, whatever. But let’s just call this new and then type. This is going to be like the type of jobs. So those things that you just said, if there’s like a router error or let’s just call it a billing software error, I guess, or issue. Let’s call it issue, billing software issue. That could be like a type and then the job name here. They could put like – and here like scope of work, like won’t – you know, won’t let me enter their insurance ID number, whatever. That’s the kind of scope. Then what they would do is then they – since you’re not scheduling or anything, all they have to do – and you could actually have this auto assigned. Since you’re the only one doing the jobs, you probably have an auto assign role going on in the background. So like if I will just add this ticket, then automatically they will like just get assigned to you. Then you can go in. You can see all the details of the ticket. So like what would happen is you would probably just automatically – you would have an auto update rule going on in the background and this would be for every single ticket type because you’re the only one that’s going to be doing it. But you would have a rule that says, OK, whenever the type is like billing software issue, just automatically assign it to Josh Harrington or whatever, right? So that way, the people actually don’t even really have to assign it to you. It’s like they literally just enter their information, like maybe where they are, their desk or whatever, in the call center, ticket details. Hit Save. It automatically will assign it to you down here and then you can just go in. You update the status. You could create a custom field down here. Maybe you want like a resolution field or something like that, just so you can kind of put in, hey, what I did was – you know, they weren’t putting a dash in the insurance ID and that’s why the billing system wasn’t taking their information or something like that. You can kind of put like a resolution. But I mean, that’s – it’s pretty straightforward in terms of creating these tickets and then you just update the status to “closed – resolved,” “closed – complete”. You can customize these. Like let’s say you want a status “closed – resolved,” right? Then you can just save that. You save the status and then basically like – then you could always have a history of everything you’ve ever done. So you could go into People and I guess this would be like the people who are submitting the tickets, right? But you could always go into their like kind of profile and see all the historical tickets that you’ve ever done for each of those people. Does that make sense? Male Speaker: OK. Ryan: Then you could say, OK, this guy, he always has issues with – it’s like whatever or maybe it’s like he has like a bad setup and it’s like computer is always crashing. He’s always getting viruses. He goes to weird websites and you’re always having to like fix it, whatever it is. You can just see the historical tickets by person but yeah, I mean it’s pretty – it seems pretty straightforward on kind of what you need. Just you open the ticket status, type of ticket. You update it. You put the resolution and then you have the entire history of everything you’ve ever done for everyone easily at a glance in the People tab. Do you have any questions right now? Male Speaker: How is the pricing scheme? Ryan: So pricing is – let me go back to my slide deck. So it’s – so before we get into pricing for the actual just like software, we do have trainings. So we have comprehensive training where we can get you set up, so product, setup and then training. Three different options. It sounds like you might be good for like the free training or even little, because it’s so straightforward. But every single day of the week, we have free daily – like we have free training. So at 1:00 PM Eastern, we have this like general training and usually there’s like three to four people in there. So it’s kind of personal but it’s cool because it’s like you get to be in there with your peers who are also in – they’re IT and looking for ticketing and stuff and you’re asking similar questions. You’re on the screen share like this. If you want anything beyond that, we have hourly block training with the customer – or with a software specialist. So these are like experts at software. It’s 101. They will help you with work flow or anything and then we also have the premium training which is kind of like the whole shebang. You get everything set up from the branding, the work flow. They will import everything. They will set up all your users, all your customers and stuff. Then that’s $999. So three different options in terms of getting set up and trained and then we obviously just have like free lifetime support, phone support. We’re in Virginia, Washington DC. So it’s all in-house. We don’t outsource anything. But the pricing for the actual software, so it’s – the starter is more for like people who are just starting. It kind of limits you to 25 tickets per month, so it’s very – that’s like – we just let people who are starting up their business have that, but you would probably be looking in the pro plans. So it’s $75 per month for the first user. Then I think you would only need one user because the people submitting the tickets aren’t actually – they’re more customers, right? Instead of users. Male Speaker: Yeah. Ryan: Yeah. So you would just need one user. So you’re looking at 75 bucks a month, month to month. Male Speaker: OK. Ryan: No contracts. Male Speaker: OK. Ryan: Then the first 30 days, there’s a money back guarantee. How does that – what’s your timeline on getting something set up? I would imagine you want to get something set up pretty fast. Male Speaker: Yeah, probably by the end of the – by next week, end of next week. I will probably do the pro with an additional user for my manager, the IT manager for when I’m not available or not here. Ryan: Yeah, just so they have a login. That makes sense. Male Speaker: Yeah. Ryan: OK. Cool. So what’s kind of like the next steps on your end? I mean it seems like obviously it’s going to be a good fit. I think the best thing is to just start diving in and using it. That’s the good thing about – at least with mHelpDesk, it’s like the first 30 days, it’s literally like – we get you set up for the paid account. We activate it. But it’s like you can come down. No questions asked. Get your money back and even after that time period, it’s like it’s still month to month. But I think the best way to really make sure that it works is to literally like use it in a live environment. What’s like the process though? Do you have to like get your manager to sign off or how does that work? Male Speaker: Yeah, pretty much. I have to show it to him, say why we should do it, get it signed off. I totally like it [0:14:15] [Phonetic] and … Ryan: OK, cool. Yeah. So why don’t I do this? I will shoot you an email. I will send you a copy of this demo … [End of transcript]





Last Updated By: Rochelle Sanchirico