Helpdesk Software
Helpdesk Module
Pulse Business Software’s helpdesk Module is a sophisticated servicedesk and customer service delivery system, optimised for B2B environments. Using the servicedesk Module enables you to track help desk service delivery from initial customer request, through to customer satisfaction, all delivered via software as a service (read the benefits here)
Helpdesk requests can be opened by means of various channels, including e-mail, web, text message (SMS), or telephone. The servicedesk can even receive requests from other systems via web-services (APIs). The web-based Client Portal allows your customers to log requests directly to the helpdesk, follow up on progress, and even contribute to the process, or close tickets. It can be ‘skinned’ to look like your own website, giving your clients a familiar look and feel, whilst allowing self-service to check progress and make requests, thus increasing your companies website’s effectiveness and usefulness.
Take a look at our video the helpdesk module at a glance.
New service requests are allocated to the relevant helpdesk member to be addressed. This can be done automatically based on skill, urgency, or region. A deadline is calculated, based on the Service Level Agreement (SLA) between the customer and you, and the nature of the request.
If the resolve involves on-site time at the client, the powerful scheduling system enables the co-coordinators to allocate a timeslot, and make the appointment with the client. This is done using a drag-and-drop visual scheduler, which works like a wall-chart planner.
The helpdesk delivery members are notified of their to-do list by means of e-mail or text messages, and they can update or close tickets using their mobile phone while on-site. Assignment of service requests to other team members is done in an accountable and auditable way, so that the path of any request is always transparent, and any lapses can be investigated and the process improved. When an SLA is in danger of being breached, an escalation message is sent to the relevant team leader, who can intervene to prevent the breach before it occurs.
Pulse’s Google Earth view shows the location of service requests and team members assigned in real-time. This gives the helpdesk an instant overview of where the ‘action’ is, and also enables you to make informed decisions when a field engineer needs assistance or to allocate a job to the nearest engineer to the site.
During the life of a service request, updates are automatically sent to the customer to keep them in the loop. This reduces telephonic updates from the helpdesk, and improves the customer’s experience.
Supervision is enhanced by means of real-time dashboards, which are customized to suit you. Key Performance Indicator (KPI) reports are generated automatically, based on triggers or events, so that the servicedesk team leaders and managers can stay on top of competency and incentives.
Often, the servicedesk delivery involves the use of service providers outside your company. The Pulse helpdesk helps you manage them by means of Outside Escalation service requests. They are based on your commitment to your customer, but you may have different commitment deadlines from each supplier. Outside Escalation management enables you to keep tabs on your suppliers’ delivery in parallel to your own commitment to your customers. Outside Escalated service requests can be opened and tracked on-line using web-services (APIs), or they can be driven by telephonic interaction between your team and the suppliers’.
The Pulse helpdesk includes a sophisticated Equipment Maintenance facility. This allows you to specify the service intervals for equipment, which can be dented in terms of time, meter readings (such as odometers), or usage load (how many times used). When scheduled maintenance or inspection is due, The Pulse Servicedesk automatically opens a service request and assigns it to the relevant team member to attend to. This ensures that equipment is safe and reliable to use or that routine maintenance is carried out on customer equipment.
In this environment, checklists are often used to make sure that nothing is missed by the engineer. Pulse lets you associate checklists, which may be compulsory, with service requests. In this way, regulatory items like Risk Assessments can be built into the process, instead of there being a separate (usually paper-based) process to handle checklists. The results of checklists are stored with the service request, so that customer report-backs can be given in detail. Customer satisfaction surveys are also built in and can be completed by the clients themselves when they access the Client Portal or by service coordinators when they close tickets while the customer is on the telephone.
Job-sheets or job-cards are generated from templates made to your specification. So if you require a paper copy which the customer signs, this can be pre-filled in with the service request description, which reduces the administration time spent by field-service technicians.
Timesheets are an important component of many companies processes. You may need them to bill customers, or simply to measure input costs. Pulse allows you to capture timesheets on a simple visual calendar view, which makes it easy to spot un-reported time. The Service Module also automatically populates timesheets from service request time records, thus reducing admin time.
Contract management is an important part of the service process. Contracts are loaded into your customer records, and can be fixed-price, variable-rate, or any combination. Service requests are associated with contracts, and this has an influence on the SLA deadline, as well making it possible to evaluate the profitability of each contract.
Pulse Business Software’s helpdesk Module fully integrates with the Inventory software Module by allowing you to allocate parts or equipment to each service request, and also to manage equipment service. Spares holdings can be in multiple warehouses and locations, including van stock, allowing you to manage each and every spare.
The Pulse helpdesk Module fully integrates with the Project Manager Software by enabling a project to be started from a service request. More importantly, tasks that are created by the Project Module are listed alongside customer service requests, enabling your team to see a unified to-do list of tasks. This means the same team-members can be working on projects and customer service, or even sales, and have one place to go to see what they have to do.
Pulse’s Financial business accounting software is integrated with the Servicedesk Module in three ways: Invoices can automatically be generated from service requests; Billing reports or invoices can be generated from timesheets; recurrent billing contracts can determine their billing amounts from service details, such as hours worked. You can also compare budgeted input costs with actual, so that you can prevent loss-making service interventions and missed billing opportunities.
When using the eMarketing Module you can also automatically log a service request in the Servicedesk Module if a recipient clicks a specified link. For example, you can send newsletters with a link such as ‘Click here to receive help with your new purchase’, and it will go directly to the appropriate service team member.
In summary, the Servicedesk Module forms the bedrock of Customer Relationship Management and gives you everything you need to run a professional, well-organised, and profitable service operation.
For more information and a demonstration of how Pulse Business Software’s helpdesk can enhance your service delivery to your customers, Contact Us now.
