EFFICIENCY Help Desk and Customer Support module, a multi-tier and multi-purpose log, resolution and costing system, performs complete internal and external Help Desk functions.

Each support transaction is connected to other EFFICIENCY modules via Campaign Management and Activity Management, allowing the real time single view access of the enterprises entire customer sales, marketing and service activities by the enterprise.

Support transactions can be recorded against product category and product as well as for the plants. Very extensive charge matrix for the service and support activities can be used. Chargeable and non-chargeable activities are recorded with the actual and calculated cost values.

The Service and Maintenance module has the same help desk and customer support functions plus the spare parts management functions.

The following are some of the benefits, which this module will provide your organisation:

• Log Customer Support requests (CSR)

• Personalised support with the use of PIN for support calls.

• Monitor existing open logs at the time of accepting new ones.

• Knowledge base to record the problem resolutions at major and minor problems levels.

• Assign Plants, Product Category or Product to support calls, which automatically build up a history database against the supported item.

• Record time and cost of the resolutions and support activities

• Schedule customer support calls for internal and field staff with integration to the activity transaction module.

• Automatic escalation of support calls if not actioned within the set time.

• Multiple transactions assigned against a single log and individual transactions with different executives and different serviced items.

• Maintain multiple support activities per transaction, which can be assigned to various executives.

• Assign support calls to contracts and automatically deduct time and cost from contracts · Print letters and documents

• Update Host accounting systems Invoicing, Debtor, Inventory and Payroll systems (Host Integration)

• Maintain subcontractor invoices for the external maintenance works.

• Maintain contact details from within the service desk

• Drill down into the plant module, contract module, or the product module for enquiry or maintenance purposes from within the Service module.

• Attach unlimited data to each log record in the form of static, transactional, audio, video and graphics.