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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.
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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. |
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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. |
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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. |
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4. Collaborate 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. |
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5. Caller follows-up via email
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. |
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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. |
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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. |
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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. |
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