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Monday - Friday 09:00AM-17:00PM
Saturday - Sunday CLOSED

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Help Desk Management

Turn Around Time (TAT) based complaint/ request management during the stay of the patient for various Backend departments.


Service Departments play an important role in running of any healthcare organization, but due to diverse scope of activities involved, these departments tend to have an unstructured workflow. From gathering the requests to providing solution there are a lot of deviations which causes delayed and mismanaged services.

 DreamSol’s Help Desk Manager provides an optimum solution to automate these solutions by providing ease and regulation to the service providers as well as the complainant. It covers all the regular complaints/ request/ suggestions from various stakeholders within the organization.

The focus area consists of customer experience enhancement by providing a real time solution.


  • Instant inbuilt multi-communication channels: Online, Mail, Call, SMS, IVRS or Mobile App
  • Unique Ticketing System based help desk application for tracking & generating MIS reports
  • SLA Based Escalation system up to L-5for all service departments
  • Easy Adaptability / Usability for the tech savvy & non-tech savvy users especially L-1
  • Strong MIS for Analysis on various parameters for improvising service excellence


  • Incidental allocation of complaints to the respective departments aids to systematic workflow
  •  It helps in immediate acknowledgment of customer’s complaint or requests
  •  Also helps in finding out the loopholes in the system on the basis of frequent complaints and time taken to resolve the issue by particular department
  •  Analytical graphical dashboards shows the productivity score based on employee and categories of department.