CCS Service Request.. How it Works


Leveraging Microsoft Outlook and Office, CCS ServiceRequest provides a central point for accepting, assigning, tracking and fulfilling service requests.

REQUEST - Service Requestors (Employees, Customers, Partners, CSRs) can submit a request for service from email, an Outlook form or web page. This form or "request ticket" allows the requester to choose the type of service (Facliities, Events, Transport, etc) required. The form automatically provides drop-down lists relevant to the service to gather details about the request and links to relevant forms or policies are presented. The user then submits the online form. Relevant documents or attachments can be added or linked to and an approval can be required if needed.

ASSIGN - The Request Ticket is automatically routed to the department providing the service. It is reviewed, approved and assigned to the staff responsible for fulfillment of the service via an email notification. It can be assigned to one or more staff and divided into multiple tickets.

FULFILL - Service department staff receives the ticket with relevant information and proceeds to fulfill the request. All activity related to the request including email collaboration is logged and optionally the service department can track time spent or attache multiple tickets to a project. Once the request is fulfilled an email is sent to the original requestor to let he / she know it is completed along with an optional link to satisfaction survey..

REPORTING - To track the progress of tickets, see how many are still open or closed, or produce daily, weekly and monthly reports, we provide Report Builder . This allows you to select, filter and export ticket data to an Excel spreadsheet or comma-delimited Text file. You may also want to use Crystal Reports.

KNOWLEDGEBASE - The Knowledge Base provides a valuable and easily accessible repository of information on common service requests. It is built from completed tickets and from articles the Service department's staff enters directly. By having a readily available list of articles categorized and sorted, the service staff and users have an important resource to draw from when issues arise.

FLEXIBILITY - With our utilities, you can customize drop-down lists, notifications, and messages. Addtionally Crow Canyon can customize the application for your organization's needs at a nominal cost.

See how it works - screen walk-thru

 

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