|
SupportCalls makes working on support requests very easy by seamlessly
integrating the process of submitting, assigning,
tracking and fulfilling support requests all inside
your much used Microsoft Outlook!
The application is installed
on individual computer as an extension to Microsoft
Outlook and only relies on Microsoft Outlook for the
front-end and your exchange server as the back-end.
No database, file server is required.
|
1 Manager
configures admin contents
Administrator defines drop-down lists such as
technicians, callers, problems, assets,
as well as emails SMS templates, predefined replies, messaging options,
web access etc. |
| |
2 Caller contacts
support team
Caller requests for support by sending an email,
by making a phone call or simply, by filling a web
form. These support requests are then logged and
converted to cases in Outlook. Further details and
drop-down lists (such as the classification of
problems the request falls into) can then be set. |
| |
3 Assign technicians to the case
A manager or senior technician assigns the best
technicians to the case for fulfillment of the
service and speedy resolution. Technician gets
assigned automatically to the case if a default
technician is linked to a particular callers' email
address or a problem category/type (only applicable
to the support requests submitted from webform).
Assigned technicians then
get notified through an automated email or SMS.
Optionally, the due date of the case is entered into
the personal calendar of the technicians' mailbox. |
| |
4 Collaborate, work to resolve the
case
The assigned technician then proceeds to fulfill and
resolve the case, either in Outlook or via
Technician Web
Access (TWA). Further correspondence to the
caller might follow (in the form of emails, SMS,
phone calls). All
activity related to the case are logged and
technician can fill time
spent and assign additional technician if needed.
Relevant asset information and fixes
related to the case can be accessed and tracked right from
the case form itself. |
| |
5
Caller follows-up via email or web access
The caller then can escalate, withdraw, reopen or
simply track the history of their support cases
online with Caller Web Access (CWA). Alternatively,
caller can reply back to email from the helpdesk and
the response automatically triggers an escalation on
that particular support case. |
| |
6 Close
case
Certain pre-defined Outlook views can be used to track the progress of
cases. Once every parameter of the caller's request
has been fulfilled, a case be is closed. |
| |
7 Add to knowledge base
A closed case can be a good source of
future reference and the technician create a new knowledge
base entry based on the case. It is then available in the list
of articles categorized and sorted, ready for your
technicians to draw
from when similar issues arise. |
| |
8 Inbuilt statistical and trend
reports
To identify problem areas and increase helpdesk
efficiency, senior management runs the statistical
tool from time to time, collecting valuable
intelligence and trends and generating meaningful
reports. |
|
|
|
|
|
