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CENTRE-POINT
SERVICE REQUEST TRACKER
BECAUSE
RUNNING
AN ORGANISATION IS
A LOT LIKE JUGGLING!
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Click here to find more about Centre-Point
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How Centre-Point Works for
You.
Centre-Point Service Tracker incorporates the power
and ease of use of the Web Browser. The system is designed from the start to run
in a web browser with no other client-side software needed. Training is reduced
because your employees can be shown how to use the system in minutes. The
built-in features of the web browser such as “Favorites” or “Bookmarks” can be
configured to provide single click access to commonly used areas of the
system.
Unlike traditional applications that only run on a single
operating system, Centre-Point’s design allows it to run on any platform for
which a frames and Java Script-enabled browser is available.
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What is Centre-Point?
If your web server is connected to the
Internet, travelling staff members such as sales people or field technicians can
login and update the system remotely using low cost dial-up connections to a
local Internet Service Provider. This eliminates the need to install your own
costly support-intensive dial-up infrastructure.
Whenever a request for
service is logged or an action is taken, the system automatically generates
e-mail messages keeping your staff members and customers informed of progress.
This means that your staff members and customers are prompted to take action and
kept informed without having to keep the Centre-Point application open in their
web browsers. Links inside system-generated e-mail messages take staff members
and customers directly to where their attention is required.
Replies to automatically generated e-mail messages
are returned to a special e-mail account and the text of the reply is logged as
a comment against the service request.
Service requests that are not resolved
within a specified time period can be automatically escalated. Auto escalation
is easy to configure and very flexible. You can choose to have a request for
service automatically assigned to another user when it is escalated and/or to
have the system generate e-mail messages notifying specified staff members of
the potential slip-up
Open service request statistics can be viewed by
user, by group, by status, by type and category or by priority. A drill-down
facility allows you to locate problem areas quickly.
You can grant your
customers restricted access to Centre-Point enabling them to log and monitor
their own requests for service. Customers can maintain their own organisation
and contact details helping to keep the Centre-Point database up to
date.
Locating the information you require is simple with Centre-Point's
powerful query facilities. Queries can be done on organisation, contact and
service request information. Centre-Point allows you to define fields to record
your own unique customer, contact and service request information.
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Built-in Knowledge Base.
The Centre-Point knowledge base enables
your customers and employees to search for solutions quickly and easily.
Maintenance of the knowledge base is simple and new knowledge base articles are
indexed in seconds to facilitate high-speed keyword searches.
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5 Steps to get Centre-Point
Working for You.
- Enter a few simple system configuration
parameters.
- Set yourself up as a system user. Minimal information is
required for Centre-Point to save records. Required fields have blue labels so
that they can be easily identified. Centre-Point validates the information you
capture and prompts you should you make any mistakes.
- Capture the details
of one of the organisations you deal with.
- Capture the details of one of
the contact people within the organisation.
- Log your first service request
for the contact person. Centre-Point uses pre-defined defaults to simplify the
logging process. You need only change parameters if necessary and capture the
service request details.
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Technical.
Centre-Point is a client-server
application utilising Microsoft's Active Server Page (ASP) and Component Object
Model (COM) technologies on the web server and JavaScript on the
client.
These revolutionary technologies allow any computer capable of
running a web browser to be used as a client. You need not install
resource-intensive client software on your workstations or embark on a costly
project to upgrade your workstations. This saves you time and money.
All
processing, storage and retrieval of information takes place on the web server
so the system is lightning fast whether you are on the LAN, WAN or on the other
side of the world using an Internet connection.
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System Requirements.
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- Microsoft Internet Explorer 3.X or higher or
- Netscape 3.X or higher or
- Any frames and Java Script-enabled browser
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