Paris,

EADS Defence & Security, recently renamed Cassidian, has selected the software Global e-line to power the support and assistance to its internal and external users.

The software Global e-line solutions process requests from users, assign priorities, escalate issues to ensure maximum efficiency of the help desk, and provide key performance indicators on the incidents and level of service.

The solution offers support service by email and telephone, a flexible automation of the business processes (escalation rules, workflow), management and monitoring of incidents and a powerful knowledge base.

Free from complex IT, the Help Desk can focus on its core objective, quality service, while improving business performance and simplifying operations management.

Global e-line solution has been implemented in just a few weeks, thanks to its ease of use and implementation, strong adaptability to specific needs, providing users with high-performance customer service and managers with advanced reporting.

Its rich functionalities and ease of ownership have made a major contribution to Cassidian in streamlining their internal support and services.