Helpdesk PP Slides 2009


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Helpdesk PP Slides 2009

  1. 1. Mike Dowling Director FMDirect Limited Demonstration of FastTrack HelpDesk & PPM
  2. 2. Company <ul><li>Main Office in Coulsdon, with clients throughout the UK. </li></ul><ul><li>We are the main partner/reseller of iiS software in the UK & Ireland </li></ul><ul><li>FMDirect work directly with clients and via our business partners. </li></ul><ul><li>We consider ourselves amongst the market leaders in Help Desk, Room Booking, PPM and FM solutions. </li></ul><ul><li>Mission Statement </li></ul><ul><ul><li>To provide our clients, high quality, innovative and affordable software solutions. </li></ul></ul>
  3. 3. iiS Software Clients <ul><li>Sector Selection of Users </li></ul><ul><li>Central Govt. DTI, Bank of England, Ministry of Defence, Central Office of Information, The Rent Service </li></ul><ul><li>Local Govt. London Borough of Croydon, Portsmouth City Council, Devon County Council, Lancaster County Council </li></ul><ul><li>Insurance Scottish Widows, Scottish Equitable (Aegon) </li></ul><ul><li>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 </li></ul><ul><li>Manufacturing Nycomed Amersham, Yorkshire Electricity, Nokia, Novartis, </li></ul><ul><li> Rio Tinto, Element 6 (De Beers Group) </li></ul><ul><li>Services McKinsey, Vodafone, SONY BPE, HBS FM, AT Kearney Servus FM, Serco, Mapeley, Brytec, JCA Group, Accenture, Interserve FM, Saga Group </li></ul><ul><li>Medical NHS Connecting for Health, Whittington Hospital, Guys Hospital, Institute of Cancer Research, The Royal Pharmaceutical Society </li></ul><ul><li>Banking J P Morgan, American Express, Bear Stearns, Bank of Scotland, Anglo Irish Bank, Hermes Pensions Mgmt. </li></ul><ul><li>Entertainment English National Opera, Gala Casinos, York Racecourse </li></ul>iiS Limited FM Solutions
  4. 4. iiS Client Testimonials <ul><li>“ 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“ </li></ul><ul><ul><li>Stuart Anderson MRICS, Senior Building Surveyor, Portsmouth City Council. </li></ul></ul><ul><li>“ 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.“ </li></ul><ul><ul><li>Bob Mac Cormick, Chief of Operational Services, Institute of Cancer Research. </li></ul></ul><ul><li>&quot;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.“ </li></ul><ul><ul><li>Chief Technology Officer, Servus Facilities Management </li></ul></ul><ul><li>“ 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.“ </li></ul><ul><ul><li>Stephen Higton, Novartis Pharmaceuticals UK Ltd. </li></ul></ul>iiS Limited FM Solutions
  5. 5. FMDirect Structure Project Manager Overall strategic responsibility direct to client Client FM/IT Consultant Responsible to PM and Client Post Set-up Support Support Team responsible for ongoing maintenance, support and upgrades Set-up Team Combination of FMDirect & FMHelpdesk Support Staff and Consultants Help Desk Team Combination of permanent and part-time staff, 24/7 shift rotation responsible for service delivery and client/contractor interface Helpdesk Management Implementation Structure FMHelpdesk Partner strategic responsibility iiS Ltd. Software design company responsible for product development and customisation
  6. 6. National Helpdesk Structure Project Manager Client FM Consultant Help Desk Team Combination of permanent and part-time staff, 24/7 shift rotation responsible for service delivery and client/contractor interface Helpdesk Operations Implementation Structure Customer Helpdesk 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 <ul><li>Remote Contractor Update </li></ul><ul><li>Forward work to engineers regarding reactive works.    </li></ul><ul><li>Forward Planned jobs    </li></ul><ul><li>Update parts used & close out jobs for costing </li></ul>Internet Contractor Telephone Mobile ADSL 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.
  7. 7. <ul><li>FastTrack Software Features </li></ul><ul><ul><li>Automatic Email to Requestors, Contractors </li></ul></ul><ul><ul><li>Contractors, SLA’s, Escalation & Work Monitoring </li></ul></ul><ul><ul><li>Reporting, Resource Usage </li></ul></ul><ul><ul><li>Planned Preventative Maintenance </li></ul></ul><ul><ul><li>Active grid view </li></ul></ul><ul><ul><li>Wizard set-up assistant </li></ul></ul><ul><ul><li>Suppression </li></ul></ul><ul><ul><li>Colour code view </li></ul></ul><ul><ul><li>Visual date manipulation </li></ul></ul><ul><ul><li>Labour, Stores, Materials Costs </li></ul></ul><ul><ul><li>Invoicing </li></ul></ul><ul><ul><li>Web or Client server </li></ul></ul>Software Features
  8. 8. Benefits <ul><li>Improved Customer Service </li></ul><ul><li>Call Escalation & Jeopardy </li></ul><ul><li>Centralised Contact/Data </li></ul><ul><li>Reporting & Call Metrics </li></ul><ul><li>Calls Managed to Closure </li></ul><ul><li>Web Access </li></ul><ul><li>Real-time Work Monitoring </li></ul><ul><li>SLA Compliance </li></ul>FastTrack Helpdesk FastTrack Helpdesk FastTrack Helpdesk
  9. 9. Fast Track Printouts iiS Limited FM Solutions
  10. 10. Fast Track Printouts iiS Limited FM Solutions
  11. 11. Communications <ul><li>“ Wireless data access devices to outsell fixed devices by 2003” </li></ul><ul><li>- IDC/Dataquest’s 1999 </li></ul><ul><li>predictions come true </li></ul>FastTrack Helpdesk Database
  12. 12. <ul><li>Web Software Screenshots </li></ul>Demonstration
  13. 25. <ul><li>Presentation End </li></ul><ul><li>Email </li></ul>Demonstration