Benefits of The Edge

HDM Request Parsing
Requests submitted by users in the system are automatically parsed and then routed to the appropriate technician or support group. The system knows how to route the request based on rules that have been setup by the organization.

Requests can be submitted into the system in 3 different formats:

• E-mail submitted by user to designated e-mail address
• User logs into system and submits directly through HDM
• User submits request from shortcut icons on their desktop

Immediate Notification
A single technician or all technicians within a support group receives immediate notification of a new request. Each technician has the option of receiving a notification in 3 different formats:

Requests can be received by the technicians in 3 different formats:

• E-mail notification to each technician
• Request routed directly into their Technician Request Manager
• Through Interactive Components (IC’s)

Multiple Users / Departments / Locations
There are no limits to the number of Help Desks operating simultaneously within your organization. Technical – Software, Technical - Hardware, Maintenance and Grounds, etc.


Maintenance Free
The Edge is a completely stand-alone application that requires no software installed on your workstations thus, requiring no maintenance of your workstations. The system can be in a Hosted or Non-Hosted environment and is completely accessible through a web browser.


Rules-Based System
Each organization is able to establish their own parameters without requiring any additional custom programming. Lumen HDM centrally manages your organizations multi-faceted needs. This includes the rules based request routing engine.


Security / Integration Capabilities
With the help of the Lumen Integration group, The Edge HDM can be integrated with your existing identity management solution (active directory, e-directory, open LDAP, etc). LDAP integration is not a requirement, but is a feature. This also facilitates single sign-on capabilities.


Client Support
Integrate your existing client DB directly into The Edge HDM plus, it includes an hourly support management component. Support staff are able to log their hours for tasks for each client account.


Affordable and Scalable
Highly affordable with two different hosting options available and scales enough to meet any size organization. From 5 to 5 million, The Edge HDM can manage all your organization’s user request needs.


Historical Tracking
Track utilization of facilities, product replacement, areas of high call volume, and much more for budgetary and historical tracking purposes is a reality with the Lumen HDM.