• Overview of the Helpdesk / Issue Tracking System
• 5 good reasons to choose our Helpdesk / Issue Tracking System
• Demonstrations

Dealing effectively with enquiries, queries and complaints is an important management challenge for all types of organisations. These can come from a variety of individuals, customers, employees, etc, and any organisation that is committed to quality, for example holding or aspiring to ISO 9001 certification (or similar), must handle queries and complaints efficiently and within pre-defined timescales. Added to this, many organisations are committed to Service Level Agreements (SLAs) or Customer Charters with their clients, formally imposing timescales and requiring regular reports to confirm conformance. In this environment, responding to queries and complaints is becomming a bigger drain on staff time and budgets, and so it is increasingly more important to automate, manage and streamline the process as much as possible. Our complaint-tracking / call-logging software will help you to do this.

The Helpdesk / Call-Logging system was specifically designed for a payroll helpdesk but it is an extremely flexible system that can be used by any organisation to record complaints, enquiries, queries or issues from whatever source. It stores the date received, details, person details, and type of issue. The system holds actions such as 'Send Acknowledgement Letter', 'Investigate Problem' etc, which are allocated to a member of staff and a date set for when the action should be completed by. Default actions are generated for each new complaint depending on the type of complaint. Actions can be tailored and additional actions added. When a new action is generated, an email can be sent automatically to the member of staff responsible. Outcome details and resolution date can subsequently be recorded and progress tracked.   

The Helpdesk / Call-Logging system can be tailored to meet your exact requirements, for example reports can be developed to generate the outputs required for your Service Level Agreement (SLA) or Customer Charter saving you time and money in the preparation of regular SLA reports. The system will also import data from other systems such as staff and personnel records from payroll systems such as McKesson UK (Electronic Staff Record - ESR).

KPMD have developed the Helpdesk / Issue Tracking System using Microsoft Access databases and Microsoft SQL Server. The system is multi-user and can be run across multiple sites, over a wide area network, to allow access by different departments, perhaps on different sites within an organisation.

Key features are:

• logs enquiries/complaints/issues/queries and tracks progress towards resolution
• generates default actions dependant on enquiry/complaint/issue/query type
• automatic generation of email on creation of new actions
• standard letters produced using default word-processor eg MS Word
• central location for all correspondance available to all users of the system
• analysis and reporting by type, status, key performance targets/critical success factors etc

Here are 5 reasons why you should choose our Helpdesk / Issue Tracking / Complaint Tracking System:

1. Save staff time!:
• generates standard letters automatically
• automates the process
2. Save money!:
   • save postage and copying costs by eliminating duplicate requests
3. It's easy to use!:
   • the system can be tailored to match your working practices and Service Level Agreements (SLAs)
   • staff records can be imported from payroll systems such as McKesson ESR
   • everything is held together in one unified system, giving a consistent approach to all of the functions in a modern, intuitive, Windows interface
4. Better reporting!:
   • the system offers flexible reporting, graphs (where applicable), and the export of report data to MS Word and Excel
5. Better Management!:
• centralised management and control of enquiries/issues/queries/complaints
• superb analysis and reporting

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Click here for an online presentation

We are more than happy to demonstrate our system, at your office, here in Sheffield or a location of your choice.

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