eFACiLiTY's helpdesk module manages the work flow of registering,
assigning and resolving of job requests, problems reported and calls received by the call center by way of telephonic calls, emails and alarms from the control systems.
Knowledge base helps the helpdesk operators by providing vital information on standard solutions, past solutions history, approved solutions or best practices for faster resolution of calls.
Features
Online call booking, emails, tele–calls and control system alarms
Service Level Analysis
Online call booking, emails, tele–calls and control system alarms
Faults and Solutions history
Assign, distribute, monitor
Fully indexed data for fast searching
Escalation based on standard Service Level Agreement (SLA)
Simple and advanced search functions
Recording of all events throughout the life cycle of a call
Statistical analysis
Raise, Track and Close Work Orders
FAQs and Links
Record solutions and post in Knowledge base
Benefits
Web based centralized helpdesk system for global access
Escalation helps ensuring better customer service
Key Process Indicators & Custom Reports – development engines enable easy analysis and control
Knowledge repository and solutions to problems eliminate loss of valuable data
Integration with Maintenance / Asset Management system provides more benefits
