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.
Intelligent Maintenance Scheduling
Scheduling planned maintenance
tasks has never been easier. Fast Track PPM was created with end-users
in mind so the user-friendly interface and system Wizards make
it one of the leading packages available today. The PPM Task Wizard
allows users to create maintenance processes within seconds. A
few simple clicks of the mouse can have the system scheduling works.
PPM
Work Dates are set out in a graphical view to help quickly determine
patterns and clashes. Work dates in the graphic view can be filtered
by Building, Equipment Asset, Process and date range, and by using
these filters, users can ‘zoom in’ to
parts of the PPM plan and fine tune the actual work dates.
The
Task Manager allows users create the perfect maintenance plan and
maintain control over PPM processes, including suppression and
timing options of individual jobs.
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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