The User Help Desk offers all the advantages of escalation management by analysing faults and errors and defining the problems at hand.

This analysis helps then decide whether this is a priority case or simply a change or update.

The User Help Desk is the important interface between engineer, manufacturer and customer. As all processes are in one hand, it is easy for the User Help Desk staff to analyse, investigate and prioritise each case and, if necessary, to escalate (i.e. give higher priority).