FrontLine HelpDesk

Set up a helpline and central service desk for the logging and management of fault alerts and ad hoc job requests phoned in by staff and customers

Overview

Using FrontLine HelpDesk, a helpdesk operator can log telephone calls, run through pre-defined equipment fault diagnostic questions with callers, initiate an appropriate and timely service response and update the changing status of each job throughout its lifecycle. HelpDesk's automated data entry facilitates rapid call logging.

The overall profile of job backlog, work in progress and completed work is instantly viewable on-screen and the full history of recorded events can be quickly and easily searched.

Jobs can be despatched to service workers using e-mail or mobile phone text messaging. Progress reports can be automatically e-mailed to callers and other nominated individuals at every stage. A satisfaction survey can be raised in respect of any completed task.

Features

• Automated provisions for rapid data entry and verification
• Diagnostic fault analysis
• Job despatch by mobile phone text messaging
• Filtering of duplicated calls and jobs
• Progressive job updating and cost allocation
• Automatic e-mail feedback of progress throughout a job's lifecycle
• Completion status of all jobs viewable on one screen
• Satisfaction surveys
• Comprehensive reports
• Multiple helpdesk capability

Benefits

With HelpDesk you can Increase operational efficiency, service response and customer satisfaction.

• Better and easier control of high volumes of alerts and jobs
• Faster resolution of issues - better service response
• Increased customer satisfaction
• Increased admin productivity and reduced operating costs
• Clear and comprehensive overview of the status of total backlog, work in progress and completed work
• Instant access to full event history, filtered as required
• Intuitive and easy to use
• Quick and easy add on to FrontLine Maintenance Management