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Service Management

The CommitCRM Dispatching & Service module manages your service processes.

The module’s main features include:

Service Ticket Management

Service Tickets and Jobs 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

Dispatcher / Technician Scheduling in CommitCRM
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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.