Capture a service request in its absolute reality. Configure your own SR capture forms to suit your internal requirements for different servicing departments for Customers, Channels, Employees, IT Help-Desk and administration help-desk. Define unlimited SR categories and sub-categories, along with customized tags and categorizations.
You can design your own service request form, with fields based on your industry and business model. For example SR form for an air-conditioning services company will be very different from a life insurance company. You can add, delete and update fields, with a wide-range of field-types (drop down, free form, date, pick-list etc…) and data-types (character, date, numeric etc…). You can define and update the sequence of fields and field-level conditions.
You can define categories, whereby you can define what type of SR is it. For example, for an equipment manufacturing company, one could have following categories:
• Product Warranty Claim
• Product Quality and Repair Request
• Product Periodic Maintenance and Health Check
• Product Installation Request
• Product Usage Training Request
In this way, depending upon the industry and application, you can have unlimited categories which can be marked to a customer SR.
You can configure the criticality of SR in various ways as per your need. For example:
• Severity 1, Severity 2, Severity 3 (typically for IT help desk)
• Level 1, Level 2, Level 3
• Routine, Important, Urgent, Critical
Most of the time companies will be designing their Service Level Agreements and turn-around times based on the above-said tagging of SR importance and speed of response required.