Fast Track Help Desk

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Fast Track Help Desk

Fast Track Help Desk can have a low start-up cost,and is a fully-scalable solution for logging, managingand resolving issues. Fast Track Help Desk fullyintegrates Fast Track PPM, which manages plannedand cyclical tasks. Powerful, scalable and user-friendly call logging management is here.

Fast Track Help Desk allows your organisation to:

� Log calls in a matter of seconds� Centrally manage and

issue Jobs� Reduce costs and the staff

time needed to manageyour Help Desk

� Provide a faster delivery ofservice and increasecustomer service

� Reduce errors throughoutthe entire support process

� Maintain control over thecommunications, responsi-bilities and accountability

� Empower staff and increaselevels of satisfaction

� Use powerful reportingfunctions for better mana-gerial decisions

Call LoggingCall LoggingCall LoggingCall LoggingCall Logging

Call logging has never been simpler. Fast Track HelpDesk can record information within seconds as allpredictable information is selected from drop-downlists and caller details are retrieved from the back-ground data.A description of the issue can be entered and savedagainst the job or canbe chosen from a listof common problems(allowing a savings instaff time). Both publicand private notes canalso be logged.Service Level Agree-ment hourly allow-ances for response,containment, andcompletion of jobs areautomatically appliedto jobs, and are basedon a matrix of worktype, location andcustomer.

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With all details available at a click, users update jobstatuses in the Work Monitor. Traffic-lighting is usedto show different statuses, and escalation and jeop-ardy. Jobs can be filtered to compare similar, recentcalls, with a single click: by a certain caller or cus-tomer, a certain work type, a specific building or aparticular contractor.Records are kept in an audit trail of when jobs wereresponded to, when they were contained and when

they were completed.

Automatic Email & Attach-Automatic Email & Attach-Automatic Email & Attach-Automatic Email & Attach-Automatic Email & Attach-

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Fast Track Help Desk can automatically email Jobconfirmations to any combination of Caller, CallLogger, Building Manager and Service Provider.Attachments can be added to emails, forexample equipment maintenance manuals,Health & Safety Guidelines, Risk Assess-ments, etc.

PPPPPararararartststststs,,,,, La La La La Labourbourbourbourbour,,,,, Misc Misc Misc Misc Misc..... Items Items Items Items Items,,,,,

Stock ControlStock ControlStock ControlStock ControlStock Control

The Work Monitor tabs also manage an exten-sive array of resources, which include ecord ofall parts used on a job and which store theywere taken from. Any miscellaneous materialsused can also be saved, including quantitiesand costs (can also be driven by a Schedule ofRates). The contractor staff and employees whoworked on each job are chosen, and their

Calls can be logged in under 30 seconds, using extensive pre-set data.Emails can automatically be sent to the caller, the call logger and contractor.

Emails can automatically be sent tocaller, call logger, service provider.

Fast Track Help Desk

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www.FastTrackAutomation.com

standard and overtime hours are logged. Thesystem automatically calculates the cost oflabour, parts and miscellaneous materials, andalso a total cost.Stock levels and inventory are automaticallyupdated with every transaction. Fast Track HelpDesk operates real time stock control so userscan see inventory numbers fall after a job andrise once a delivery has been. Asset Readingsand User Satisfaction round out the job details.

Advanced InvoicingAdvanced InvoicingAdvanced InvoicingAdvanced InvoicingAdvanced Invoicing

Fast Track Help Desk will calculate the totalcost for a job, including labour, parts and materi-als used and will automatically creates invoices toissue to customers.Statistics on costs and invoices are held and updatedwithin the system. Users can see the number of

completed and closed jobs which have costs alongwith the number of invoices pending and a runningtotal value of pending invoices.

WEB AccessWEB AccessWEB AccessWEB AccessWEB Access

Fast Track Help Desk can be used asa Windows program, a Web browserapplication, or both. The Web versioncan be used to provide access forremote workers, contractors, and end-user customers. Web access can alsobe used in home-working and disasterrecovery situations.

SmarSmarSmarSmarSmartphone tphone tphone tphone tphone AccessAccessAccessAccessAccess

When real-time engineer job updates arerequired to make the Fast Track Help

Desk data a true reflection of the management ofassets, job instructions can be issued to engineersby Fast Track Mobile on iPhone and Android. Re-

sponses and updates to work areprovided via the easy-to-use, “big button”interface on Android and iPhonesmartphones. Customer signatures canalso be captured. The smartphone appworks even when there is no WiFi or 3Gsignal.

SLA & KPI AnalysisSLA & KPI AnalysisSLA & KPI AnalysisSLA & KPI AnalysisSLA & KPI Analysis

Fast Track Help Desk assists inanalysing contractual compliance usingService Level Agreements (SLA’s) andKey Performance Indicators (KPI’s),based on allowable hours for the re-sponse, containment and completionphases.

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Many performance measurement andanalysis reports are provided. Manage-

ment information is easily accessible and managerscan accurately plan for resources based upon pastperformance. Contract specification can be tightened

as costs are controlled. Reporting toolsenable users to build their own reports andEXPORT them to a variety of formats includ-ing EXCEL.

Find Out MoreFind Out MoreFind Out MoreFind Out MoreFind Out More

Fast Track Help Desk’s mechanisms arebroadly-scoped, being driven by the require-ments of customers: to find out how it canprovide an integrated solution to your helpdesk requirements, contact Fast TrackAutomation or an official partner.

Fast Track Help Desk Web with traffic-lighted Work Monitor data

Instant analysis is provided by a number of dashboards