Helpdesk - CRM
SMART FM Helpdesk & breakdown maintenance provides complete control over the activities carried out on the complaints raised and capable of tracking the progress from registering a complaint to completion with capability of monitoring response & resolution time of each complaint.
Each complaint raised through the helpdesk provides the user with a unique complaint ID and ability to enter nature of complaint, detailed description of complaint, priority, mode, complainer information, specify assets, contracts, sub contracts, location, building, spot, maintenance type, commercials, documents and select from suitable work flow escalations
- Ability to classify the workorders as Complaints, Services Requests & Incidents.
- Ability to raise a complaint in 30 seconds with auto fill option and quick search on historical data on complainer.
- SMS and Email notifications can be configured and sent upon registering a complaint.
- Helpdesk is available as centralized or self-service (helpdesk portals).
- Ability to classify the type of maintenance like breakdown, modification works, Defects, room care, construction. User can create multiple heads for service type.
- Ability to Define priority (High, Medium, Low)
- Ability to Enter nature of complaint (custom defined complaint headers) and enter detailed description for the nature of complaint.
- Ability to escalate complaints based on criticality. These escalations are for approvals.
- Set targets and duration for completion of a complaint (or) the system automatically associates targets from SLA definition.
- Ability to register complainer name, contact no, email ID and address. Data’s are stored and can be retrieved with simple search for future use.
- Classify complaint type as general, asset related. If asset related there is an ability to select the assets.
- Ability to estimate a job by material and manpower. Material selection is associated to predefined rate cards and also capable of entering materials which is not in a rate card.
- View history, explanations if any, asset profile.
- Ability to track the status of complaints throughout its life cycle.
- Ability to assign a complaint to individual/groups.
- Ability Enter start and end time of breakdown maintenance activity of technician.
- Upload images of the asset captured during work analysis.
- Enter observation, root cause, recommendations, originator remarks
- Ability to create the purchase details, installation dates and perform asset sale & scrap value
- Ability to associate material request and confirm utilization during executing a job.
- Ability to reject a completed breakdown work order.
- Ability to print breakdown work orders and reports.
- Work Analysis, job estimation and execution can be performed using mobile apps. Refer section 16 for more details.
- Option for occupants/complainer to rate the service provided with a rating scale of 1 to 10 stars.
- Option to configure workflow procedures to perform a breakdown maintenance work orders (Example: Complaint Raised >> Approvals >> Staff assigned for Analysis and job estimation >> approvals >> material updates >> staff assignment for execution >> job execution >> job inspection >> Approvals).