One of the biggest issues facing service delivery organisations is the ability to track, allocate task and complete issues, whilst keeping the client informed of progress. Whether this is a Service Level Agreement (SLA) based contract or on a “best endeavours” basis, customers are becoming more demanding and expect to receive a great service. If they don’t get great service, they will move to another supplier.
There are many systems on the market, both server based and online, however most are totally fixed in the way they operate so you have to move your business processes to work around it, or you end up paying a fortune to customise it.
Pulse Business Software’s Service module is a complete online service delivery system which is designed for HelpDesk and Service Delivery operations, allowing you to have complete control and visibility of every service issue from start to completion.
Incidents (Pulse calls them Service Requests) can be received in multiple ways including email, your website portal, text messages or by telephone, allowing your customer to interact with you how they want to. The Service module can also receive requests via web-services (API’s) allowing your client to log, check progress and add comments via your own website. This can be “skinned” to replicate you own image and designs, keeping your brand at the forefront.
Once the Service Request is logged, it can either be allocated manually, or Pulse will allocate them automatically within your help desk staff, based on a set of skills, urgency or type of Service Request. Deadlines are calculated based on any SLA’s with the client, or the type of issue logged.
All calls can be displayed to the manager to view progress, or more importantly when Service Requests are starting to go out of tolerance. Pulse Service Module has a unique “firebar” indicator which offer a simple visual indicator of when issues are going outside timeframes, green, amber and red indicators show this feature. Tolerances and contract SLA’s can be set by customer or SR Type – for example a System down type of SR will trigger a 1 hour SLA etc.
If you have Field service agents, they can be notified of tasks assigned to them via SMS or email. Calls can be updated via mobile devices to make sure the manager knows how the call is progressing. By Using Pulse’s Google Earth view, it allows you to see where the field service problem is and allocate the nearest engineer to the task, increasing response times and customer satisfaction.
Pulse Business Software’s Service Module has integrated time-sheets, expenses and contract management, allowing you to take control.
The true power of Pulse comes when other modules in the Pulse Business Software suite are combined to give a seamlessly integrated business system. For example, combining Service and Inventory allows you to allocate and manage spares in multiple warehouses, tracking repairs and valuable inventory within your organisation and clients sites.
Pulse Business Software is a hosted software solution which delivers Software as a Service (SAAS) so benefits you in many ways from savings on software and hardware, flexibility of workforce and environmental costs.
So if your Help Desk and Service Delivery software or processes need a health-check, Contact Pulse Business Software now to see how we can improve your service delivery, help desk and customer retention. Pulse Business Software – made to increase your profits.
