Helpdesk Solutions

GREAT OVERVIEW

Our Helpdesk Dashboard function is designed to give an overview for all issues and incidents that occur on a daily basis on site. This module gives an overview for incidents that are reported by customers, users, citizens and technical workers. The status of incidents and performance of the service can be reviewed graphically or statistically, with the added possibility of displaying maps, BIM models and interactive 2D drawings for an easier registration and a better overview of the incidents.

Easy registration of incidents

Both private companies and public institutions need to have access to all incidents created by building staff, building supervisors or in some cases, the general public.  MainManager makes this possible by allowing incidents to be registered directly into MainManager via these platforms

• Web-based registration
• Smartdevice
• App
• Email
• Other systems via Manamanager’s APIs

Specific MainManager user groups can view all incoming incidents, no matter how, when or by whom they were created. MainManager also makes it easy to manage or create work orders from these incidents and assign them to in-house technicians or external service providers. The system allows for both a centralized helpdesk and a distributed helpdesk. The latter means that incident can be routed to different division dependent on the category of the incidents.

A beneficial process for both your customers and you

The main benefits of the helpdesk:

• Provides transparency in the delivery of service between the client and the service provider.
• Makes it possible to perform Key Performance Indicator (KPI) tracking and to view real-time trends and developments graphically on a dashboard.
• Makes it possible to perform Service Level Agreement (SLA) performance analysis.
• All customers are guided towards the same place to register their incidents.
• Customers avoid wasting time trying to find out what division to send their incidents to.
• Enables harmonised incident reporting.

Response times

Most companies and institutions have begun setting up policies for their services and response times. The incident response time can be defined, measured and viewed within MainManager. A dashboard for this purpose makes it possible to examine the response time at a given time or for a period of time.

The incident registration process

This is what happens when the customer creates an incident:

Customer

• The customer chooses the incidentʼs location (on a map, on a drawing or from a list).
• The customer describes the incident and confirms it.
• The incident is registered in MainManager.
• The customer receives an identification number for the incident and can check on its status later.

Employee

• If the incident needs work in response, a work order is created from the given incident.
• If nothing needs to be done then the incident is closed.
• A notification can be sent to the customer when the incident is closed (when the work order is completed or when the incident is closed without any work being done).

After an incident has been registered, employees with access can go through the list of incidents and work orders and:

• Filter by location, status, dates, incident type, etc.
• Prioritize.
• Send the incidents and work orders to appropriate organisations.
• Sort by status, location, etc.
• Change their status.
• Create a work order from the incident.

On The Go – Keep track of all your outdoor tasks

OnTheGo is one of MainManager’s most popular app feature as it revolutionizes the way users can register incidents in a mobile way. Users can use their smartphones or tablets to register incidents and review them by GPS location. No more printed maps and loss of overview. The OnTheGo feature gives you access to information when you’re simply walking around your premises.

Use OnTheGo to:

• Register incidents and enter information into the system.
• Attach a photo taken on location – you can even draw onto the picture to highlight what needs to be done.
• Select categories and set priority levels.

The Work Order Process

Work orders are one of the main features of MainManager and a key in the information flow. A work order is created and sent to a contractor or an employee when a job needs to be performed. It contains all the information needed to finish the job:

• Description
• Location
• Creator
• Recipient
• Dates
• Budget

The work order can be connected to various other components, such as contracts, accounts, operation or maintenance tasks, all based on the needs of the user.