eFACiLiTY Helpdesk and Knowledge Base System

Product Presentation
All rights reserved © SIERRA ODC Private Limited
www.sierratec.com | www.efacility.in
“End to End Facilities Management Software that simplifies complex operations,
aids cost reduction & improves efficiencies”
A Product of

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 It is a modular facilities management system
 Works together with your business and allows day-to-day management of processes
 Automates operations
 Provides a management dashboard for critical analysis
 Enterprise wide control in the most intelligent and efficient way
Introduction

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Modules

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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.

eFACiLiTY® – Helpdesk and Knowledgebase
"Powerful and flexible helpdesk software"
 Record and manage calls received online, phone, email and BMS
 Assign, distribute and monitor problems reported
 SLA management & escalation

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 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.
Helpdesk & Knowledge Base

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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.

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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
 Request Status Dashboard

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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.

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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.

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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.

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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

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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.

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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.

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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

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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.

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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

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Searching the Knowledgebase
 Searching the Knowledgebase based on Keywords, Category, Sub category.
 Easy retrieval of Knowledgebase data.

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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

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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.

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Request Status Dashboard
 The dashboard is developed using HTML 5 and supports multi-browser compatibility
 Displays total number of call request for each category
 Displays number of open call request and closed call request
 From the request status dashboard, the user can navigate to the respective call detail screen
 Auto refresh option is available

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 Generation of the MIS Reports like
• Call Register (Team wise/ Organization wise)
• Work Order status
• Service Level
• Knowledgebase Report
• Periodic Report
• Analysis Periodic Report
• Summary Report
• Escalated HDS Calls
• Helpdesk Call analysis
• Call trend analysis
• Requests dashboard
 The reports can be printed and exported into HTML, Excel and PDF formats.
Reports Features

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 The provision to record or report user complaints / requests.
 A simple form is available for the user to submit any request.
 The users can raise requests using the application capturing
the details such as Category, Sub Category, Team,
Assign/Reassign, Call Priority, Operator Priority, Status,
Resolution/Remarks and Equipment for logged calls.
eFACiLiTY Mobile - Help Desk

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 User details like Site, Mode, Organization, First Name, Last
Name, Email ID and Extension Number can be captured
against the request.
 All reported requests are registered
Record Request – User Detail

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 The users shall be given the provision to populate the
Category, Sub Category, Team, Team Member, Request
Summary, Request Description fields. The data for these
fields will be loaded from the respective masters
Record Request – Team Detail

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 Call related details including Call Type, Call Status, Operator
Priority, Requested Resolution by Date/Time, Remarks can
be captured against the request.
 Once the call is registered, the Call ID number is generated
for future reference.
Record Request – Call Detail

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 Provision for user to request for email alerts when the call
gets completed or for every status change of the call.
Record Request – Email Alert

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 Requests that are registered can be searched and viewed
based on keywords, Call ID
 Selecting the Call ID from the search requests page will open
the Call Edit screen.
Help Desk – Search Request

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 The system has the provision to update Category, Sub
Category, Team, Assign/Reassign To, Call Priority, Operator
Priority, Status, Resolution/Remarks and Equipment for
logged calls
Call Edit – Call Detail

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 The users with team lead role shall be given the provision to
Assign/Reassign requests to other teams / operators as
required for reasons whatsoever.
Call Edit – Team Detail

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 The users with team member role shall be given the
provision to update the Call Priority, Operator Priority, Status,
Resolution, Remarks and Resolved Date/Time fields.
Call Edit – Priority Detail

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 The details for Events and Follow-Up as well as Message can
be captured here.
 Event History is maintained
Call Edit – Action Detail

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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, Android & Windows Phone
 Table, Field, Activity wise Audit Trail
 Security Policy Management

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Synergetic Partners
Microsoft Gold Certified Partner (ISV)–Product Development Metronic Global Berhad, Malaysia & China
Tridium Asia Pacific, Singapore Infocon Technology, Malaysia
Wave Front, Japan Pinnacle Computer Systems Dubai, U.A.E.
Sequential IDS, NigeriaGlobal Trade S.A.R.L., Saudi Arabia

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Synergetic Partners
AELIA Gen. Trad & Cont, Kuwait.
Elitser Technologies, UAE.
System Resources Inc., USA.
Software Systems LLC, OMAN.
Unified Africa Technologies (Pvt) Ltd, Zimbabwe
NFS Hospitality UK Limited, UK.

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Federal Government Buildings,
Putrajaya, Malaysia
Intelligent Building Management
System
Malaysian Communications And
Multimedia Commission (MCMC),
Malaysia
eFACiLiTY - Enterprise Facility
Management System
Ministry of Health, Bahrain
Management System
Tidel Park, Coimbatore, India
Management System
Nigerian Petroleum Development
Company (NPDC) Ltd, Nigeria
eFACiLiTY - Enterprise Visitor
Management System
eFACiLiTY End Users - Government
Ministry of Health, Kuwait
Management System
Saudi Arabia National Guard, Saudi Arabia
Management System
University of Dammam, Saudi Arabia
Management System

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eFACiLiTY End Users - Government
Dubai International Airport via Pacific
Control, UAE
eFACiLiTY - Tenant Billing System
Mumbai Metro, India via Honeywell
eFACiLiTY – Enterprise Facility
Management System
Royal Malaysia Police
eFACiLiTY - Enterprise Maintenance
Management System

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British Aero Space, Saudi Arabia
Management System
For Societe Generale via CBRE South
Asia Pvt.Ltd
Management System
Sheraton Darling Harbor, Sydney,
Australia
Management System
For Vodafone through Honeywell
Management System
Egypt, UAE, Saudi Arabia, India
Management System
Japan Tobacco International, Malaysia
Management System
YUM Group, India
Enterprise Maintenance
Management System
eFACiLiTY End Users - Fortune 500
Sodexo, India
Management System

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Millennium Hilton, Bangkok
Management System
For JSW Steel via Siemens
Management System
eFACiLiTY End Users - Fortune 500
For Nitesh Residency via Carrier Race
Technologies, India
Management System
PepsiCo, India
Management System
Wipro Limited
eFACiLiTY – Mail Room Management
System
Maersk
Management System
Reliance Industries Limited
eFACiLiTY – Enterprise Facility
Management System
Mitsubishi Electric
eFACiLiTY – Visitor Management
System

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CRISIL Limited, India
Management System
Godrej Properties, India
Management System
Godrej Industries
Management System
CoreLogic, India
Management System
Wadhwa Group, India
Management System
eFACiLiTY End Users - Other Corporates
Value Mall, India
Prestige IT Park, India
eFACiLiTY – Tenant Billing System
Ozone Group
Management System

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GVK Mall, India
Embassy Services Private Limited, India
Management System
UBCity, India
GPX (India) Private Limited, India
Management System
Mantri Square, Bangalore India
TRIF Amritsar Projects Private Ltd, India
Management System
Manjeera Retail Holding Private Ltd, India
eFACiLiTY - Enterprise Facility Management
System
Pacific Development Corporation Ltd,
Dehradun & Delhi
Management System

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Cyient Limited, India
Management System
Pioneer Property Zone Services Pvt. Ltd.
India
Management System
Synechron Technologies Pvt. Ltd., India
eFACiLiTY - Space Management System
Telekom Brunei Berhad (TelBru)
eFACiLiTY – Facility Booking System
Trane Distribution Pte Ltd, Singapore
eFACiLiTY – Enterprise Maintenance
Management System
Hospital Fatimah
Management System
Vishal Group, Nepal
Management System
The St. Regis Hotel & Apartments via
Azbil – Malaysia
Management System

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Airmaster, Australia
Management System
Trade Coast, Australia
Management System
DiGi Malaysia
Booking System
Platinum Sentral (KL Sentral Park - Lot
E), Malaysia
Management System
Albhukary, Malaysia
Management System
Savvy Capire, Nigeria
Management System
Enterprise Bank Limited, Nigeria
Management System
Genting Highlands, via EasyIO
Malaysia
Management System

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Maaden Infrastructure Company
via.(SATCO), Saudi Arabia
Management System
Salmiya Group Co. (Boulevard) Kuwait
Management System
Saudi Catering and Contracting, Saudi
Arabia
Management System
The Commercial Real Estate Company,
K.P.S.C (Al-Tijaria) Kuwait
Management System
Qatar Petroleum, Qatar
Management System
Galfar Al Misnad Engg. & Contg. WLL,
Qatar
Management System
Haramain High Speed Rail Project via
L&T, Saudi Arabia
eFACiLiTY – Maintenance
Management System
Alghanim Industries, Kuwait
Management System

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Pacific Controls, UAE
Management System
Electronic Card Services Ltd, Kenya
Management System
iTECO, Nigeria
Management System
Confido Technical Services LLC
Concept Controls, USA
Diyar Najd Special Projects
Management System
NIIT, India
Management System
Fahmy Furniture LLC, Oman

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About SIERRA
Recognized as
One of the Top 26
Most Innovative
Companies in India
@ CII Industrial
Innovation Awards 2014
Awarded
The Best SME IT
Services Company in
India
@ IMC IT awards 2013
Delivering World Class IT Solutions to Enterprises around the Globe
Asia, Australia,
USA, Europe
Middle East & Africa

www.sierratec.com
SIERRA ODC Private Limited
Thank You!
For more information please contact us at
info@sierratec.com
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.
30 Cecil Street #19-08
Prudential Tower
Singapore 049712
Tel: +65 97334623
UAE
SIERRA ODC DWC-LLC
DWC Business Center,
Dubai Aviation, City-Logistics City,
Dubai-UAE, P.O. Box : 390667

eFACiLiTY Helpdesk and Knowledge Base System

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