Call Management & Support Helpdesk

Logging calls quickly and efficiently over the phone is essential in a fast-paced environment. Calls can be logged by serial number, or by customer site information such as phone number, postcode, site ID or even contract reference.

 

The system automatically inputs all related information, thus allowing the call logger to concentrate on call specific data. Retrieving existing call data is simple and effective, allowing you to answer customer queries instantly and provide updates to the scheduling team and engineers.

 

Depending on call type, the system can suggest a list of required parts and task lists for the engineer or this can be left blank, allowing an engineer to report on the problem and the parts used. Automatically linking back to contracts allows the system to determine whether time and material used should be chargeable and integration with the stock and sales ledgers provides pricing information to be retrieved and stock allocation/usage to be logged.

 

As a call is closed, an invoice can be automatically generated if required, ensuring all billings are made promptly and efficiently, transitioning the call from service through to finance. This information flows through the system allowing you to report on individual call profitability or rolling it up to contract and/or customer - or site level.