Call
Logging
Call logging has never been simpler. Fast Track Help Desk can record
information within seconds as all predictable information is selected from
drop-down lists and caller details are retrieved from the background data.
A description of the issue can be entered and saved against the job or can
be chosen from a list of common problems. Operators can also save notes they
want other people on the system to see or notes they want to be kept
private.
Depending on the Service Level Agreements in place the response time,
containment time, and completion time will be highlighted and available for
the call logger to inform the caller.
The software can also warn the operator about duplicated calls.
Click here to find out more about the Automatic
Job Duplication Check.
If you are logging calls which are related to
assets, Fast Track Help Desk can, at any time, pop up a history of jobs
relating to the asset of the call being logged. This is especially useful if
you are also using the PPM module. Click here
to find out more information about the Asset Job History Pop-Up.
Automatic Email &
Attachments
Fast Track Help Desk can automatically email Work Order confirmations to any
combination of Caller, Call Logger and Contractor. Attachments can be added
to emails, for example equipment maintenance manuals, Health & Safety
Guidelines, Risk Assessments, etc.
Work Order Monitoring
Recorded details from the Call Logging screen are automatically brought
through to the Work Monitor section. Users can update the status of a job
and traffic-lighting is used to show different statuses making an easy view
of what to and what not to worry about.
Work Orders can easily be filtered to view all jobs by a certain caller, of
a certain type, for a specific building or for a particular contractor.
Records are kept in an audit trail of when jobs were responded to, when they
were contained and when they were completed.
Windows, Web and Mobile access
The software is accessible through a wide range of applications. In addition
to a networked client/server set-up, Fast Track Help Desk can be accessed
through web-browsers allowing staff the ability to update jobs from any
online PC and clients access to view the statuses of work on their assets.
There is also the ability to view and update the database through mobile
hardware, such as Pocket PCs.
Click here to find out more about Web-access.
Parts, Labour,
Materials and Stock Control
The Work Monitor tabs also manage an extensive array of resources. They
contain a record of all parts used on a job and which store they were taken
from. Any ad-hoc materials used can also be saved, along with their cost.
The contractor/employee used on the job is selected from a menu and the
number of standard hours and overtime can be input. The system automatically
calculates the total cost of labour for the job, along with total costs for
all parts and materials needed.
Stock levels and inventory are automatically updated with every transaction.
Fast Track Help Desk operates real time stock control so users can see
inventory numbers fall after a job and rise once a delivery has been.
Email Scanner
With this optional additional module, the software houses the unique ability
to be able to read email Inboxes and import data from emails relevant to the
Help Desk. If for example all jobs to be logged which are sent to the Help
Desk contain the title ‘New Support Desk job’ then it can find and highlight
these to save the user having to search for them.
The highlighted emails can then be imported into the system. Fast Track Help
Desk will transfer the relevant data from the email and place it in the
call-logging section as a new job. This process can be fully automatic.
Keyword Finder
The keyword finder inside Fast Track Help Desk searches past calls and user
notes for specific phrases to allow an instantaneous summary of previous
information and shows users how prior issues have been fixed.
Advanced Invoicing
Fast Track Help Desk will calculate the total cost for a job, including
labour, parts and materials used and will automatically creates invoices to
issue to customers.
Statistics on costs and invoices are held and updated within the system.
Users can see the number of completed and closed jobs which have costs along
with the number of invoices pending and a running total value of pending
invoices.
SLA & KPI Analysis
Fast Track Help Desk assists in analysing contractual compliance using
Service Level Agreements (SLAs). When the help desk operator chooses a
building and work type for each job, the SLA data for the applicable
contractor is attached to the work order. SLAs can be set for response,
containment and completion. SLA and Key Performance Indicators (KPIs) can be
analysed by staff to see whether contractors are working within contractual
guidelines.
Reporting
Many performance measurement and analysis reports are provided. Management
information is easily accessible and managers can accurately plan for
resources based upon past performance. Future contract specification can be
tightened as costs are controlled. The software also contains powerful
reporting tools which enable users to build their own reports.
Any report
or data view can be Exported to a variety of formats, such as EXCEL, SQL, dBASE, etc. Passing on spreadsheet detail and summaries to the finance dept.
couldn’t be easier
Intelligent Help
Section
Fast Track Help Desk includes a customisable help section. The software will
give different help items depending on where you are within the system. New
help items can be added as and when needed, allowing the help to grow along
with the system.
All information held within the help section can be printed off as a help
items book to act as a manual for users and show them how to use the
software the way you want them too.
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