helpdesk pp slides 2009

Mike Dowling Director

FMDirect LimitedDemonstration of FastTrack HelpDesk & PPM

FMDirect: Facilities Management Software

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Company

Main Office in Coulsdon, with clients throughout the UK.

We are the main partner/reseller of iiS software in the UK & Ireland

FMDirect work directly with clients and via our business partners.

We consider ourselves amongst the market leaders in Help Desk, Room Booking, PPM and FM solutions.

Mission Statement To provide our clients, high quality, innovative and

affordable software solutions.


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iiS Software Clients iiS Limited FM Solutions

SectorSelection of Users Central Govt. DTI, Bank of England, Ministry of Defence, Central Office of

Information, The Rent Service Local Govt. London Borough of Croydon, Portsmouth City Council,

Devon County Council, Lancaster County Council InsuranceScottish Widows, Scottish Equitable (Aegon) Education/ Dudley College, Enfield College, Kings College, National

Research Physical Laboratory, Cambridge Regional College, Plymouth College, The National Trust, National Library of Scotland, Dundee College, University of London, University of Hull

Manufacturing Nycomed Amersham, Yorkshire Electricity, Nokia, Novartis, Rio Tinto, Element 6 (De Beers Group)

Services McKinsey, Vodafone, SONY BPE, HBS FM, AT Kearney Servus FM, Serco, Mapeley, Brytec, JCA Group, Accenture,

Interserve FM, Saga Group Medical NHS Connecting for Health, Whittington Hospital, Guys

Hospital, Institute of Cancer Research, The Royal Pharmaceutical Society

Banking J P Morgan, American Express, Bear Stearns, Bank of Scotland, Anglo Irish Bank, Hermes Pensions Mgmt.

Entertainment English National Opera, Gala Casinos, York Racecourse


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iiS Client Testimonials

“The Help Desk system has been the most successful computer project within our service area in the past six years, to my knowledge. It has performed well, is easily understood and has substantially improved our service to our clients“

– Stuart Anderson MRICS, Senior Building Surveyor, Portsmouth City Council.

“iiS software has much improved the transparency of internal work order requests and virtually eliminated paper flow from that part of the procedure. The project has been deemed a complete success.“

– Bob Mac Cormick, Chief of Operational Services, Institute of Cancer Research.

"Having worked with most of the FM based systems on the market, we have found Fast Track Help Desk to be far superior in terms of features, quality and operation. The fact that we have so much confidence in the system, is the reason why we entrust our most prestigious contracts to its care.“

– Chief Technology Officer, Servus Facilities Management

“The software provides an excellent fit to the requirements of our intranet room booking community. iiS have responded well to our requests to tailor the system, and my team is able to rely on iiS support as part of a quality solution.“

– Stephen Higton, Novartis Pharmaceuticals UK Ltd.

iiS Limited FM Solutions


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FMDirect Structure

Project ManagerOverall strategic

responsibility direct to client

Client

FM/IT ConsultantResponsible to PM and

Client

Post Set-up SupportSupport Team responsible for ongoing maintenance, support

and upgrades

Set-up TeamCombination of FMDirect &

FMHelpdesk Support Staff and Consultants

Help Desk TeamCombination of permanent and

part-time staff, 24/7 shift rotation responsible for service delivery and client/contractor interface

Helpdesk ManagementImplementation Structure

FMHelpdeskPartner strategic

responsibility

iiS Ltd.Software design company

responsible for product development and customisation


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National Helpdesk Structure

Project Manager

Client

FM Consultant

Help Desk TeamCombination of permanent and

part-time staff, 24/7 shift rotation responsible for service delivery and client/contractor interface

Helpdesk OperationsImplementation Structure

CustomerHelpdesk Web Access

Database Server with SQL database & FMHelpdesk Software

Web Server With Microsoft IIS and Web Software

Contractors

Helpdesk Office Location

2MB ADSL Links

Customer ADSL Link

Remote Contractor Update 1. Forward work to engineers regarding

reactive works. 2. Forward Planned jobs 3. Update parts used & close out jobs for

costing

Internet

ContractorTelephone

MobileADSL Link

Help Desk Schematic

The diagram below shows connectivity via 2MB ADSL links to the internet. All data for the client resides on these servers including contractor, SLA and building data. Customers can have their own link to the database via the Internet.


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FastTrack Software Features

– Automatic Email to Requestors, Contractors

– Contractors, SLA’s, Escalation & Work Monitoring

– Reporting, Resource Usage– Planned Preventative Maintenance– Active grid view– Wizard set-up assistant– Suppression– Colour code view– Visual date manipulation – Labour, Stores, Materials Costs– Invoicing– Web or Client server

Software Features


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Benefits

Improved Customer Service

Call Escalation & Jeopardy

Centralised Contact/Data

Reporting & Call Metrics

Calls Managed to Closure

Web Access

Real-time Work Monitoring

SLA Compliance

FastTrack Helpdesk

FastTrack Helpdesk

FastTrack Helpdesk


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iiS Limited FM SolutionsFast Track Printouts


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iiS Limited FM SolutionsFast Track Printouts


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“Wireless data access devices to outsell fixed devices by 2003”

- IDC/Dataquest’s 1999predictions come true

FastTrack Helpdesk Database

Communications


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Web Software Screenshots

Demonstration


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Presentation EndEmail [email protected]

Demonstration

helpdesk pp slides 2009

Documents

iis support

iis client testimonials

help desk system

affordable software

customer service

fast track help desk

service delivery

enfield college