IT works (activities) performed by CSR (Customer Service Representative) are timed and recorded in JCP.
The first activity of the first JCP for a case is recorded as response time and it changes the status of the associated service activity in the service calendar to “In Progress”. JCP activities are very much the same as CRM activities, but managed in controlled and monitored environment. JCP’s activities are Email, phone, knowledgebase / research, remote access, onsite & in-house repair works. The in-house and onsite JCPs can manage newly installed or replacement parts and print Job Card with the Device history, if required. The onsite JCP is integrated with Goggle Maps and can be emailed to onsite CSR using Blackberry or PDA with Email capability.
Work Details- for each job activity the CSR reports work details. All work details from all job’s activities make up the job’s work details which can be edited before submission to case manager, as part of the case’s work details. The case’s work details is the aggregate of all jobs’ work details which can be edited before case is closed and submitted to customer as part of the case report.
Job Instructions - a method developed in QoS-IT to enable communication between case manager and CSR either to instruct CSR on how to perform the job or as a response by CSR to the case manager when job is completed and what should be done next. Job instructions are appended to each other as a record to the quality of communication between CSR and case manager.
HW Device - Hardware Device is the Entity that records each computer, server, network switches, IPBX and other monitored and serviced hardware on your client’s network. HW Device can be imported from other software that scans the network for all its components or updated via web services such as provided by Kaseya. Each onsite or in-house job associated with an HW Device is recorded for the job details. HW Device repair history can be viewed and printed from the device’s onsite & in-house jobs.
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