As part of the on-going improvements to our services we have made further investment into our IT support infrastructure and have recently implemented industry leading business management software Autotask.
Autotask is the world’s number one IT business management software platform and combines service desk, project and contract management, inventory, mobile work force management, technician scheduling and CRM into a single application, with integrated time-tracking, billing and reporting.
The new software has been customised to meet our specific business needs and will be critical in helping to improve our performance through the automation and management of our staff, projects and processes.
Autotask will enable us to deliver a consistently high quality of service to our continually growing client base allowing us to:
- Log, track and prioritise support calls quickly and easily.
- Escalate critical support calls immediately to maximise prompt action.
- Schedule engineers more efficiently whilst in the field.
- Mobile smart devices allow our technicians to close jobs and order resources onsite.
- Monitor Service Level Agreements.
- Create a Client Knowledgebase.
- Web Portal allowing clients to log and monitor their support calls (coming online soon).
The new service desk software will allow our Help Desk to operate more efficiently to deliver a better service, improve response times, and have a complete audit trail, no matter whether support requests arrive via phone, fax, email or Web portal.
A customer portal will be available in September which will enable clients to submit support tickets and requests, review and monitor progress, update tasks, review invoices and utilise our extensive knowledge base.
Autotask will also enable us to manage and monitor the scheduling of client visits more efficiently with a single unified calendar. The software will allow us to quickly re-prioritise, re-assign, and re-schedule technicians with the greatest of ease providing a more efficient service for our on-site support clients.
Our support technicians will always be available whilst they are in the field via their mobile smart devices. They will have real time access to service calls, tickets, queues, project tasks, and all related customer and contact information so that they can schedule appointments to meet the day-to-day needs of our clients.
Autotask will also manage our customer contact and sales processes and will give us a full management itinerary of a client’s IT systems. This will give our staff a more thorough understanding of our client’s needs allowing us to tailor our support services to better meet their expectations.
We are committed to providing our customers with the highest level of service. The introduction of Autotask will help us further achieve this goal by becoming more responsive to customer needs, operating more efficiently and delivering a consistently high quality of service.