ServiceManagerOnline (SMO) is a web-based help and support tool to efficiently execute and track different business services within and out of an organization. It provides greater visibility of the different business processes which are critical to the organization and its customers. SMO accomplishes the challenge of effective services management by providing an optimum combination of ease of use, efficiency, powerful performance reports and integrated tools. Being a web-based application, it renders the ‘Anytime-Anywhere-Quick-n-Secured Access’ through a secured log-in. The intuitive features of SMO save you the time across all aspects of your support processes, resulting in an immediate benefit, from increased up-time to better customer satisfaction.
Single but multi-facilitated communication channel for client interactions.
Easy facilitation of remote services to clients.
Reduction in Cost of Services.
Reduction in Time to Service.
Anytime-Anywhere-Quick-n-Secure’ Access.
Accuracy of information.
Facilitates fast ROI and quick cash-flows.
Issue Management
ServiceManagerOnline helps to support an organization in managing and handling client issues and services.It bridges the gap between issues and resolutions by providing a comprehensive support system that helps users, IT Support and External Consultants to interact and resolve Issues efficiently and quickly. ServiceManagerOnline empowers end users by making them a part of solution and not part of the problem. Login form is used by clients who need to login into Help Desk to raise the Issues and to lodge for support Request.
Benefits:
Efficient issue management and resolution process.
Quick search of Issues.
Easy Audit tracking.
Effective Communication.
Access Control (Authenticated).
No Verbal Requests (Web Based).
Workflow Email Notification and escalation based on priority.
Statistical Reports.
Online Reporting.
Upload documents/files relevant to issues.
RFQ ( Request For Quotation )
ServiceManagerOnline provides an effective communication channel for complete RFQ (Request for Quotation) cycle. The end-user can request for a service or issue as described in the issue management and also request for a quotation for the services requested. The purpose of the request for quotation (RFQ) is for a client to input details (includes some of the fields from the support request) for your organization to estimate the cost to complete the work.
Benefits:
Channel for complete flow of RFQ process right from request to approval/rejection of the quotation.
Facilitates quick response to RFQs..
Automatic Email Notifications.
Provides details of RFQs and corresponding services, in terms of Scope of Work, Delivery Deadline, Benefits, etc.
Facilitates the end-user to filter RFQs based on status.
Generates automatic service order notification on acceptance of quotation/estimate.
Workflow Email Notification and escalation based on priority.
Maintains a record of all RFQs and their corresponding Quotations for reference.
Online Access
Project Management
The Project Management Module in SMO helps manage and maintain the process of support and services delivery in accordance with the project plan. This module is primarily used by the Project Manager and is used to define project objectives and plan the entire project roll-out. It helps him/her to ensure a smooth project execution with the aid of different service reports.
Benefits:
Enables effective Project Plans or Project Phases.
Assists in allocating project consultants.
Easy framing of Project Time Line.
Easy framing of Project Cost.
Provides phase-wise visibility and reporting of project progress.
Enables effective delivery plans.
Automatic Notifications based on issues and deadline approach
Provides flexibility for scalability.
Remote Access through web.
TimeSheet Management
This module helps maintain and manage the service hours spent by each consultant/employee on different tasks/activities or projects as assigned. Time Sheet is also used to track the number of hours used for a project by any consultant, based on which billing details may be generated. All employees / consultants fill in their time sheet based on the time spent on different activities or projects and the administrator of Project Manager can access the records and run reports as required.
Benefits:
Effective tracking of weekly hours spent by employees / consultants on different activities or projects assigned.
Facilitates extraction of date-based time for reports.
Allows export of records to MS Excel for further processing and analysis.
Provides for generating billing details based on the billable hours of consultants assigned on projects.
Helps in mapping employee performance based on time utilization reports.
Web-based for Remote Access
Expense Management
Expense Management module is used both by the employees and their managers or administrators to record expenses incurred on behalf of the company. Employees can allocate expenses to different business activities or projects assigned to them. Expenditures are automatically mapped to the employees’ time sheet to identify the cost centres (Official activities / Projects assigned).
Benefits:
Enables effective monitoring of project costs and expenditures across different cost centres.
Helps in reimbursement claims by employees or consultants.
Facilitates email notification for approval / rejection of claims.
Automatic generation of Expense Reports.
Facilitates incorporation of local taxes as applicable.
Helps in calculation of project expenses and generation of billing details.
Remote Access through web.
Report Management
ServiceManagerOnline provides a strong reporting tool for various support and services provided. Statistical reports are available based on different activities and records from across all the modules of SMO.
Some of the reporting options are… Reports of Client Services / Issues Services and Support History Periodic Reports of Services by Status, Priority, Time Sheet Reports Expenses Reports Utilization Reports, etc. Custom Reports
Benefits:
Facilitates management of different services and activities.
Facilitates extraction of records to excel files for further processing and analysis.
Enables effective monitoring of activities and identify trends for future reference.
Utilization reports and KPI reports help in carrying out performance analysis of employees and/or processes and improve customer satisfaction.
WorkSafeOnline
ServiceManagerOnline
Single but multi-facilitated communication channel for client interactions.
