Service Management System


Service Management System

Service Management System (SMS) is the Case Manager and Ticketing System for our suite of Products. When issues arise, we make sure that you have the means to track it. The built-in ticketing system lets you record and alert appropriate support personnel so that problems are addressed in a timely manner.

SMS supports multiple SLAs (Service Level Agreements) depending on the type of the ticket that is generated. Tickets that go past SLA, are automatically escalated to higher-ups for immediate action.

SMS works with Customer Relations Management system to make sure that all support-personnel are not over-booked. With CRM, you will have a complete history of every issue that was ever recorded for a particular customer.

SMS works with Asset Management System for resource-planning. We help you keep track of asset availability so that your technicians will have the tools they need on the day that they need it.

SMS works with Inventory Management System so that parts and other supplies are ordered and available to your techinicians when they need them.

The built-in knowledgebase gives your support-personnel immediate information on how to fix a problem. It is also a good resource to check for product manuals and how-to videos.

Features

  • Case management via ticketing system
  • Supports multiple-tickets per case
  • Supports Service Level Agreements
  • Ticket escalation
  • Techinician scheduling
  • Knowledgebase