Integrated Helpdesk


Servicetrac incorporates an integrated helpdesk. Focused on Soft services, the Helpdesk operates like many other Helpdesks but at a fraction of the price and with enhanced functionality. Unlike your standard helpdesk tools, the Servicetrac module does not require the Field based staff to be anything close to an expert, not does it require them to have any kind of knowledge of what’s acceptable and what’s not.


As Auditors go about their daily duties they simply answer the pre determined questions and report them back to the website. This seamless exercise is more powerful than you might imagine. In the event of an unacceptable answer returning to the core system, Servicetrac automatically creates a helpdesk task. This is immediately apparent to anyone using the helpdesk, but more importantly, subject to the nature of what was being audited, the task will immediately escalate via SMS and or Email to those people either responsible or most appropriate to remedy the problem. Keeping this in mind, you could consider that Servicetrac’s helpdesk allows you to operate a helpdesk without actually needing to provide a body to sit there and watch it. Again, this is very different to other systems out there.


The Servicetrac Helpdesk tool also allows you to manage a library of documents. These documents can then be provided to a range of field based devices including PDA’s so that people in the field can download the documents they need, when they need them.


A typical example of this would be a response to an Alarm. The Security Guard on this occasion will attend the scene, and do one of a number of things. As it is highly likely that a standard operating procedure will apply, the Guard can request a site specific document giving him the latest PIN code for the alarm, the instructions fromthe client relating to how to handle whatever has been discovered, and potentially a list of numbers that the on-site guard can call for assistance. At all times, the control room can also be looking at the same documents assisting their colleague on site.


The key reasons clients like the Helpdesk module are: • Simple to use


• Can be fully automatic and as such, no monitoring is required


• Document Management • Full control over KPIs using a traffic light system • Costing functions


• Full Audit trail of what happened, who got the job and when it was put right


• Powerful Management Suite


• Web based so can be accesses anytime, anywhere there is internet.


• Excellent value for money


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