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Uinta Business Systems is a satisfied user of e-automate for both the copier/printer and IT/VAR divisions of our business. Digital Gateway's willingness to listen and innovate sets your company apart from others in your industry. Joe Weis
President
Uinta Business Systems, Inc.
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Dispatch
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Dispatch |
The Dispatch component provides a set of user interfaces, tools and processes that have a dramatic impact on the way your business responds to and manages support and field service calls. In its full configuration, ServicePlus Dispatch supports auto call creation (via our web-based e-service product), auto assignment and scheduling (technician assignment logic), auto page and auto escalation (through e-mail and pager notifications). Seamless integration with Logbook's work order / job promotes bi-directional notification between all system processes. All this with user interfaces that are clean and highly visual, and continue our tradition of providing a single point of entry to all ServicePlus functions and processes.
Call - Manages the service incident and provides a high-level, streamlined customer support front-end to the service cycle. A call can have an unlimited number of technician assignments during its active life.
- Query front-end to the call process.
- Access equipment, customer, invoicing, call and assignment history.
- Access from the call to all master files and service processes.
- Single step technician assignment and reassignment.
- Support desk sub-system with access to billing and resolution statistics.
- Active escalation.
- Customer health window displays coverage and level of service guarantees, work in progress, retainer / block time amounts remaining and credit status.
- User defined states.
- Calls automatically create associated work order / jobs.
- Reminders, notepads, event log.
Assignment - Details the activities associated with each technician site visit; is escalated uniquely from the call.
- Forms a permanent record in the call, accessed from within the call.
- Unlimited assignments per call.
- Contains scheduling and queuing order.
- Creates a labor event in the work order / job.
- Active escalation.
- User defined states.
- Assignment history with drill-down.
Call Board - Provides a full screen graphic interface for call management and escalation.
- Quick technician assignment and escalation.
- Access to call, work order / job and contract.
- Call board accessed through query front-end.
- User defined color display properties.
Planner - Offers a full screen graphic interface for assignment scheduling and management.
- Drag and drop.
- Planner view filtered by query front-end.
- Direct access to most ServicePlus master files, escalation monitor and escalation strategy.
- Access to technician availability calendar.
- Planner functions: assign, schedule, unassign, reassign, page, close.
Escalation - Escalation scripts are used to build escalation tables.
- Unlimited number of escalation tables, associated with contracts, contract details and companies.
- Conditions change colors, page users, e-mail users and change call and assignment priority levels.
- Escalation monitor at call and assignment for informed customer support.
- User can intervene and accelerate call and assignment escalation.
Workflow/Setup - Defines the scope of Dispatch to be employed by the user as well as the technician assignment logic table.
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