QoS-IT is an IT Services Management solution developed on Microsoft CRM ver. 4 as a platform to create, schedule, monitor and report on IT works performed by Managed Service Providers (MSP), IT hardware repair centre, system builders and Independent Software Vendors (ISV).
QoS-IT is a process based software solution designed to conform to international standards such as ITIL and MOF (Microsoft Operations Framework) and as such the whole case resolution process is monitored to comply with the customer’s SLA (Service Level Agreement). Incidents are either reported manually, submitted via customer’s self-service portal or from incoming alert Emails generated by monitoring software such as Kaseya, Level Platform, N-Able, Hound Dog and others.
Case manager assigns jobs to CSR (Customer Service Representatives) to be performed remotely, onsite, in-house or as helpdesk services. Using QoS-IT unique Job Control Panel (JCP) system, CSR reports back to case manager on time spent and works performed to resolve the issue raised by the customer. Resolved cases are billed in accordance to the customer’s SLA, invoices and customer’s reports are generated in QoS-IT, Microsoft CRM and integrated with accounting software like QuickBooks.
QoS-IT is an integrated solution for Sales Marketing & Service making use of Microsoft CRM features such as:
Security Roles – Permission based access to CRM & QoS-IT records
Workflows – automating internal business processes for routine tasks and activities
Customization – Make QoS-IT work the way you work
Integration – enhance QoS-IT features by integrating records to other applications using iFrame or Microsoft CRM SDK features
Outlook – Complete integration with Microsoft CRM client for Outlook.
Explore QoS-IT Components: