| Call Receipt |
| • |
Rapid identification of incoming caller, equipment and site details, with full visibility of call history |
| • |
Rapid input of new customer details |
| • |
Free-form text entry, for recording call comments |
| • |
Automatic verification against actual installed equipment, contract terms, agreed service levels and priorities |
| • |
Automatic checks for repeat calls and existing open calls |
| • |
Call prioritisation |
| • |
Automatic prompting for purchase order, according to user-defined rules |
| • |
Service terms incorporating warranty obligations |
Call Allocation and Dispatch |
| • |
Rapid engineer scheduling using user-defined schedule search criteria |
| • |
Real-time engineer availability status |
| • |
Full visibility of holidays and sickness |
| • |
Allocation of multiple resources |
| • |
Automatic allocation prompting according to user-defined criteria |
Alerts, Escalation and Call Monitoring
|
| • |
Comprehensive, user-definable escalation facilities |
| • |
Response and fix commitment monitoring |
| • |
Real-time graphical display of call progress, for management of complex, multi-personnel calls |
| • |
Credit and service alerts |
| • |
Stock enquiry and order |
Action and Event Recording |
| • |
Clear recording of travel, arrival, waiting, work done and work breaks |
| • |
Automatic and manual entry of call costs |
| • |
Call suspension if further action required |
| • |
Symptom, Cause and Action recording and analysis |
| |
