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eFACiLiTY Helpdesk and Knowledge Base System

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Helpdesk PP Slides 2009
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eFACiLiTY Helpdesk and Knowledge Base System

  1. 1. Introduction eFACiLiTY  is a modular facilities management system  allows day-to-day management of the processes  automates operations  provides a management dashboard for critical analysis  enables enterprise wide control in the most intelligent and efficient way
  2. 2. Modules
  3. 3. Multi Site Multi Organization Concept  Site wise concept for multiple sites implementation using a central server  Facility managers being able to view any location data quickly by selecting the location/Site on top  User privileges can be set defining the sites to be viewed and restricted to each every user and in each and every site.
  4. 4. Helpdesk & Knowledge Base  eFACiLiTY’s helpdesk module manages the work flow of registering, assigning and resolving of the job requests and problems reported in a facility or organization.  The users can register their complaints/requests online or send emails, the call center operators can record the issues reported and in addition, the system is capable of picking up the alarms generated by building control systems and recording the problems into the system.
  5. 5. Helpdesk & Knowledge Base  The full history of actions taken, events, follow-ups, messages exchanged, response times and user feedback can be tracked via the system that helps in analysis and improvement of the helpdesk and call resolution functions.  The Knowledgebase helps the helpdesk operators by providing vital information on standard solutions, past solutions history, approved solutions or best practices for faster resolution of calls  The Service Level requirements tied to the category and priority of the calls generates multiple levels of email and SMS escalations to managers prior to the breach of SLAs resulting in excellent management of the helpdesk and high levels of customer satisfaction.
  6. 6. Helpdesk & Knowledge Base – Features  Online call booking, emails and tele-calling  Register requests, Job Requests, Calls  Priority assignment, nature of faults  Assign, distribute, monitor  Escalation based on standard SLA  Recording of all events throughout the life cycle of a call  Raise, Track and Close Work Orders  Record solutions and post in Knowledge base  Service Level Analysis  Faults and Solutions history  Fully indexed data for fast searching  Simple and advanced search functions  Call response analysis  FAQs and Links  Improves customer satisfaction
  7. 7. Reporting Request  A simple form that is accessible in the intranet / website / portal is available for the users to submit any requests.  Users can also send an email or call the helpdesk operator to report a request.  Once the call is registered, the Call ID number is generated for future reference.
  8. 8. Helpdesk Team Login  The Helpdesk operator / team member will use the Helpdesk System to view the list of requests that is unassigned.  The “requests by Status” screen displays all the calls after they log in.
  9. 9. Register/Record a Request  All reported requests are registered  Helpdesk operator assigns the requests to the helpdesk team  Records new requests reported over email / telephone.
  10. 10. Add Event Features  All the action taken by the operator in handling the call is recorded.  The details such as the input for the events, action taken, next action to be taken and date & time of next action, by whom the next action will be taken are entered here.  Reassigning to other teams / operators as required for reasons whatsoever.  Event History is maintained
  11. 11. Closing the call  The call is closed after entering resolution details.  Once the call is closed, close time is also displayed.  Capturing of user feedback by the operator when the call is closed after confirmation.
  12. 12. Escalation Features  Triggers the alert mails to the team or its members for assigning, responding and resolving calls.  By default, Help Desk system fixes 30 minutes time interval for triggering the mails.  Operator’s priority master stores the time intervals. Every call is set to the operators’ priority master when it is registered.
  13. 13. Email Alerts  The email alerts are available for the end-user as well as the helpdesk operators / administrators / managers.  User can request for email alerts when the call gets completed or for every status change of the call.  Escalation emails are triggered based on specifications in the operator priority. • Call not assigned within the defined period • Call not attended to within the defined period • Call not resolved within the defined period
  14. 14. Work Order  The current work order can be grouped with any of the previous work orders if the current work order is the continuation of or is relevant to the previous work order.  Selection of equipment number from the parent of the selected equipment  A brief description about the job, instruction and safety notes about the job are entered.
  15. 15. Work Order Screen
  16. 16. Maintenance Policy  Records all the information: the nature of the job, the equipment it applies to, frequency of the job done and the resources required to complete the job  Allows users to manage all your repetitive and routine jobs done on any equipment  Create work orders for the Preventive Maintenance jobs when they are due  Storing of all your standard jobs
  17. 17. Adding/Viewing Knowledgebase  Knowledgebase type, key word, description, remarks and resolution are entered here.  This helps the operator to arrive at a solution when a similar request arises.  Display of knowledge base, after adding the knowledge base
  18. 18. Searching the Knowledgebase  Searching the Knowledgebase based on Keywords, Category, Sub category.  Easy retrieval of Knowledgebase data.
  19. 19. Frequently Asked Questions  Some common questions / doubts with answers are saved in a separate master as Frequently Asked Questions  FAQ are available for user’s reference.  Searching FAQs
  20. 20. Links of Interest  Stores the prime links like home page, Help desk Login page, etc. that are used very frequently  Helps to avoid typing the links manually.  Enables faster Log in.  User can search for the links required.
  21. 21.  Generation of the MIS Reports like  Call Register (Team wise/ Organization wise) • Open call • Assigned call • In progress call • Resolved call • Closed call  Work Order status  Service Level  Knowledgebase Report based on • Category • Sub Category • Equipment  The reports can be printed and exported into HTML, Excel and PDF formats. Reports Features
  22. 22. Software Specifications  Microsoft’s .NET Framework  Browser based thin-client interface  Supports Oracle/MSSQL/MSSQL Express  Email, SMS, MMS Messaging  Cross browser compatible  Language of your choice  Supports MS Exchange, LDAP  Building Management Systems (BMS) Integration  Ready for integration with Microsoft Active Directory, Oracle Single Sign-on  PDA extension with Microsoft Pocket PC  Table, Field, Activity wise Audit Trail  Security Policy Management
  23. 23. Synergetic Partners Microsoft Gold Certified Partner (ISV)–Product Development Tridium Asia Pacific, Singapore Metronic Global Berhad, Malaysia & China Pinnacle Computer Systems Dubai, U.A.E.Wave Front, Japan Infocon Technology, Malaysia Global Trade S.A.R.L., Saudi Arabia Sequential IDS, Nigeria
  24. 24. eFACiLiTY End Users Intelligent Building Management System – Federal Government Buildings, Putrajaya, Malaysia Enterprise Facilities Management System Implementation – Ministry of Health, Kuwait Enterprise Facilities Management System Implementation – Tidel Park, Coimbatore, India Government eFACiLiTY - Enterprise Facility Booking System – Malaysian Communications And Multimedia Commission (MCMC), Malaysia Enterprise Facilities Management System Implementation – Ministry of Health, Bahrain Enterprise Facilities Management System Implementation – Saudi Arabia National Guard, Saudi Arabia
  25. 25. eFACiLiTY End Users Corporates Enterprise Visitor Management System – Japan Tobacco International, Malaysia Enterprise Facility Management System – British Aero Space, Saudi Arabia Enterprise Facility Management System – Saudi Catering and Contracting, Saudi Arabia Enterprise Facilities Management System – Qatar Petroleum, Qatar Enterprise Facilities Management System – Sodexo, India Enterprise Facilities Management System – For Vodafone through Honeywell
  26. 26. eFACiLiTY End UserseFACiLiTY End Users Corporates Enterprise Facilities Management System – Trade Coast, Australia Enterprise Facility Management System – Alghanim Industries, Kuwait Enterprise Facilities Management System – Embassy Services Private Limited, India Enterprise Facilities Management System – Airmaster, Australia Enterprise Facilities Management System – Millennium Hilton, Bangkok
  27. 27. eFACiLiTY End Users Corporates eFACiLiTY Module Implementation – Prestige IT Park, India eFACiLiTY - Enterprise Facility Management System – CoreLogic, India eFACiLiTY – Enterprise Facility Management System – Wadhwa Group, India eFACiLiTY – Enterprise Facility Management System – Egypt, UAE, Saudi Arabia, India eFACiLiTY – Enterprise Facility Management System – Pacific Controls, UAE
  28. 28. Corporates eFACiLiTY – Enterprise Facility Management System – Albhukary, Malayasia Tenant Billing System – GVK Mall, India Tenant Billing System – Value Mall, India Enterprise Facilities Management System Implementation – Sheraton Darling Harbor, Sydney, Australia Facility Booking System – DiGi, Malaysia eFACiLiTY End Users
  29. 29. eFACiLiTY End Users Corporates eFACiLiTY – Enterprise Facilities Management System – Saudi Arabian Trading & Construction Co. (SATCO), Saudi Arabia eFACiLiTY – Enterprise Facilities Management System – Godrej Properties, India eFACiLiTY – Enterprise Facilities Management System – CRISIL Limited, India eFACiLiTY – Enterprise Visitor Management System – Electronic Card Services Ltd, Kenya eFACiLiTY – Enterprise Facilities Management System – For Societe Generale via CBRE South Asia Pvt. Ltd eFACiLiTY – Enterprise Facilities Management System –GPX (India) Private Limited, India
  30. 30. SIERRA ODC Private Limited  Founded in 1998  Based in Coimbatore, INDIA  Providing Software Development & Support Services  150+ Strong workforce  Clients and Outsourcing in Malaysia, USA, UK, Middle East and Africa  Satisfied Multinational Clients  Microsoft Gold Certified Partner
  31. 31. Customs, Ports, Free Trade Zone Affairs Automation Project – Kingdom of Bahrain Key Projects – Government Airport Automation, Cargo Management, Point of Sales Systems – Civil Aviation Authority, Uganda Farm Production System – Malaysian Agri Food Corporation, Malaysia Enterprise Facilities Management System Implementation – Ministry of Health, Bahrain Enterprise Facilities Management System Implementation – Saudi Arabia National Guard, Saudi Arabia
  32. 32. Enterprise Resource Planning Materials Management System Sales and Distribute Management Supply Chain Management Materials Management System Sales and Distribute Management Supply Chain Management Supply Chain Management CRM & Sales Force Automation System – South Asia SAP Integration & Online Reporting Application Key Projects – Fortune 500
  33. 33. Tobacco Leaf Information System – Malaysia Non Tobacco Material Warehouse Management – Korea, Malaysia Asia Sales Information System – Singapore Global Labelling Application – Global Incident Report Tools – Global Fleet Management System – Malaysia Virtual Application Portal – Global Account Database Manager – Vietnam Know Your Customer – Global Global Regulatory Overview – Global Account Database Manager – Philippines Test Tracking Tool – Global Global Freight Tool – Global Routing Engine – Global Scoring Engine – Global Production Tracking & Performance System – Global GSA Stop Card Reports Development – Global Global Freight Tool - PPO Integration – Global Competitive Intelligence Portal – Italy, Spain, France, Benelux Key Projects – Fortune 500
  34. 34. Secure FTP Application – India B2B Integration – India Warehouse Occupancy Analysis System – India Enterprise Facilities Management System – Malaysia Energy Dashboard Development – India Energy Visualization and Analysis Product Development and Continuance – Australia Key Projects – Fortune 500 Lenova India Reporting Solution – Singapore Service Parts Management System - India Management of Change (MOC) - Malaysia Enterprise Maintenance Management System – YUM Group, India
  35. 35. Key Projects – Other Corporates B2C Shopping Mall with Order Processing – Canada Jobs / Recruitment Portal – Utusan Group, Malaysia SMS News Portal – Utusan, Malaysia Contracts Closeout Data Administration System – USA
  36. 36. Enterprise Resource Planning – VIP Group, India Key Projects – Other Corporates Silver light based Simple Business Accounting System – Osborne Charles Group, USA Warehouse Management for Automated Storage and Retrieval System (ASRS) – ER Mekatron Sdn. Bhd., Malaysia Aircraft and Ground Support Equipment Maintenance Management – IndiGO Airlines, India Enterprise Facility Management System – For Nitesh Residency via Carrier Race Technologies Pvt Ltd, India
  37. 37. Key Clients & End Users
  38. 38. Key Clients & End Users
  39. 39. w w w . s i e r r a t e c . c o m SIERRA ODC Private Limited Thank You! For more information please contact us at INDIA SIERRA ODC Private Limited 188/1,Varadharaja Layout-1 PN Palayam Road, Ganapathy, Coimbatore - 641 006. Tel: +91-422-2567596 Fax: +91-422-2567445 USA/Canada +1 408 239 4819 USA SIERRA Infosys Inc. 6001 Savoy Dr, Suite 210, Houston TX 77036, Tel: +1-713-747-9693 Fax: +1-509-351-6682 MALAYSIA SIERRA ODC (M) SDN. BHD. 96-1, Biz Avenue, 2, Neo Cyber Lingkaran Cyber Point Barat 63000, Cyberjaya, Selangor, Malaysia Tel: +603-8320-2080 Fax:+603-8320-2082 SINGAPORE SIERRA ODC (S) Pte. Ltd. #20, Cecil Street, #14-01, Equity Plaza Singapore 049705 Tel: +65 97334623