Kwik Kopy’s award-winning graphic design and print services has enabled Australian businesses to attract and retain customers, and increase sales for almost 40 years. But to do this effectively franchisees need quick responses to problems, and in a high tech environment, providing excellent IT support is an essential.
Up until early 2011, Kwik Kopy’s Management Information System (MIS) was managed by its internal IT team of five. But with a high volume of incoming support requests from its more than 100 centres, and a relatively small team, the process of managing the help desk was becoming increasingly cumbersome.