CCS Service
Request
Track service requests across your entire organization
Built upon your existing Microsoft® Outlook, Office, Exchange and Web
Platform
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CHALLENGE: Every organization needs to provide
a variety of services (HR, IT, Facilities, Customer Support...) to its
employees and customers. Each service often requires different processes,
forms and workflow, which are difficult for employees to
identify and follow, and for administrators to track and manage.
SOLUTION: CCS Service
Request provides a central point
for submitting, assigning, and tracking corporate service requests, work orders, customer service,and many
others types of requests.
CCS Service Request is a simple yet powerful application to improve staff
productivity and raise levels of service.
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New Reports and Assets Modules Available! see more>>
CCS
Service Request can be applied to:
Corporate Services - Track Employee Requests
Internal services such as IT, HR, Facilities, Finance, Sales
and Marketing are the backbone of any organization. But most organizations have no common way for
employees to access these services. CCS Service Request provides a central point to request, route, and track
requests and assignments through to completion while meeting your level of
service goals. Eliminate time-consuming follow-up emails and phone calls. Institute procedures and
controls to meet compliance regulation. See how CCS Service Request can manage and track requests
for:
Learn More>>> Beyond the IT Help Desk
Customer Service - Track Customer Cases
Provide your agents and support staff with applications to effectively
capture, track, and manage customer service requests. Agents can assign, manage, route, and resolve customer
support cases across all media including phone, email, mobile devices, and Web. Automate
case-tracking and e-mail notification to ensure that everyone stays in the loop, and as a result, that the
customer receives top-quality service. Use CCS Service Request to track:
- Incidents and Complaints
- Product Issues and Defects
- Asset Management and Product Registrations
- Service Contracts and
Warranty Requests
See more at our customer service page
Industry Applications - Automate your specific
processes
Many organizations have used CCS Service Request to automate service request tracking for a variety of business
processes. CCS Service Request is flexible and can support most service request processes without
customization. See some of the examples we already have implemented:
- Healthcare - Physician Group support, Patient
Services, hospital facilities and equipment maintenance
- Banking - Private Banking services, loan approval
processing, customer service center
- Education - University student services, campus
facilities, security requests, event requests
- Local Government - Police/Fire equipment
maintenance, facilities, park services, building services with CCS Citizen Request
- Law Firms - Client service, room scheduling, case support requests
CCS Service Request Overview
More productivity from your existing investment
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New Ticket Example
Assign Ticket Example
Work Order Form
(Assigned ticket)
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- Actually built upon Microsoft
Outlook - not a look-alike
- Leverages all functions of Microsoft Outlook and Office
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Integrates with e-mail and calendaring so you can coordinate support resources, schedule appointments
and assign tasks.
- Easy to use, install
and deploy, no new software or hardware required!
Capture incidents from many sources
- New tickets submitted via Outlook, Email, or the Web
- Convert emails to
tickets automatically
Flexible to support your existing processes
- Flexible forms with
customizable fields, look and feel
- You control routing,
notifications and communication
- Approvals based on
category and type of request
- Automatic Notifications throughout the workflow
process
- Include existing
forms and links to policies
Increase Staff productivity
- From within a work-order your staff can:
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- Capture and link all emails related to the ticket
- Access a full knowledge base
- View relevant information from operational
applications
- Reassign or add assigned staff as needed
- Schedule appointments in Outlook Calendar
Measure and track service
- Reporting works with Excel, Access and other tools
- Full request tracking, time and cost tracking, and tracking by
project
- Satisfaction surveys linked to at completion
of request
- Report on service levels and automatic escalation (Pro
version)
Learn more, see additional resources at right
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