HELPDESK - Delivering a better service
The Help Desk acts as a vital link between the building occupier and the facilities department. Planet's Help Desk module enables you to provide a responsive service to your occupiers. Log each call or service request that your department receives, track its progress and measure service level performance.
Help Desk - At a glance
- User-defined call screen templates
- Manage hard and soft services
- Ability to check for duplicate calls
- Solutions / knowledge database - enabling non-technical staff to handle problems quickly
- Fast search mode to identify caller
- Drop-down list of standard faults
Logging calls
- Set up any number of user-defined call categories - repairs, catering, etc
- User-configured call screen templates
- Call categories determine default SLAs, checklists and routes for escalation
- Powerful search facilities to identify caller quickly
- View other jobs due for a certain location to avoid costly duplicate calls
Actioning calls
- Action calls as work or purchase orders
- Set work orders to be automatically printed, faxed or emailed to the contractor or in-house team
- Include details of hazards and safety instructions on work orders
- Assign target 'attend' and 'fix' times to each call
- Use Planet's help desk for other tasks including room booking, quotations and creating appointments
Customer satisfaction
- Update 'customers' on call progress automatically via email or over the intranet
- Ask 'customers' to complete a satisfaction survey once calls have been resolved
- Satisfaction surveys enable the help desk to identify areas for improvement
Logging help desk calls over the intranet
- Enable building occupiers to log their own calls via Planet's intranet server
- Ease workload on help desk operators
- Occupiers can monitor the progress of their call until resolution
- Call status monitor advises help desk staff when a call has been logged via the intranet
