Service Management
The RangerMSP Dispatching & Service module manages your service processes.
The module’s main features include:
Service Ticket Management
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- Comprehensive ticketing system built for Computer Service Providers.
- Record all the information for a call including status, priority, and nature of the issue, and track time-to-resolution.
- Support multi-activity tickets for ongoing projects and complex service tickets.
- Access contract/billing information to determine required level of service.
- Access customer data such as site description and service history in order to gain a better understanding of current problem.
- Speed up issuance of tickets from telephone helpdesk to field service.
Intelligent Dispatching
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- Assign open tickets to telephone helpdesk or directly to a field service technician.
- Tickets are assigned to technicians based on availability and the type of the problem to solve with a specific customer.
- Monitor status of all dispatched technicians and all open service tickets.
- Monitor status of all dispatched technicians and all open service tickets.
Reports
- Analyze the effectiveness of support center activities.
- View escalation history and call response times.
- Analyze service technicians’ performance.
- Compare time spent versus time charged.