Help Desk/Call Center Services

It is critical that organizations use quality cost-effective support services to assist their staff, customers, agents, partners, and consultants. Many organizations do not have the management, personnel, facilities, or capital resources to provide internal help desk services properly. Consequently, providing quality technical support can quickly become a budgeting headache and a business nightmare. Woodbury Technologies provides a means to:

• Improve your customer service
• Lower your technical support costs
• Improve your business image
• Reduce your management headaches

We utilize approved processes and procedures that we have developed for all aspects of our help desk operation to ensure consistent quality and efficient trouble resolution. Our computer support call center handles everything from operating popular desktop applications to troubleshooting complex computer software and hardware problems.

Munson Army Health Center

Woodbury Technologies was contracted by the Munson Army Health Center in Fort Leavenworth, Kansas to provide Contact Representative Services in the Patient Appointing Center.

Woodbury Technologies staff primarily process telephone calls to schedule/reschedule appointments to include primary care and specialty clinics at Munson Army Health Center and the Richards-Gebaur TRICARE Clinic or the TriWest Network according to established policies and procedures using the CHCS/Microlog systems.

Our staff works under HIPAA directives while providing the following services to callers:

• Explains eligibility requirements, treatment authorized, and availability of medical facilities to patients prior to scheduling appointments.
• Ensures patient understands date, time and place of appointment.
• Questions patient as to type of ailment to determine proper clinic for treatment according to the various rules and regulations of the clinics.
• Instructs patient regarding necessary medical preparation prior to reporting for clinic appointments and for laboratory tests.
• Evaluates clinic schedules, availability of doctors, nature of treatments and/or emergency, the logical sequence of required tests and x-rays.
• Responds to questions concerning the appointment process from MTF staff, TRICARE staff, and MHS beneficiaries.

USAF 526th ICBM Systems Group

Woodbury Technologies was contracted by the 526th Intercontinental Ballistic Missile (ICBM) Systems Group (526 ICBMSG) to provide a myriad of technical support services at Hill AFB, Little Mountain, and Freeport Center, Utah that include:

• Asset Management (Inventory Control)
• Client Support Administration/Functional System Administration
• Server Support
• Software/Hardware License Library
• Video Teleconference (VTC)/Conference Room Support

Woodbury Technologies provides desktop engineering support for hardware, software, and services necessary to support personal computers and associated peripheral devices as well as fielding trouble calls from users, CSA/FSA, or Help Desk technicians requesting assistance with technical problems.

Woodbury Technologise is also responsible to provide server support for the 526 ICBMSG Windows 2003 and Solaris/Linux servers, file shares, and tape libraries.