Who would typically use the 1ServiceDesk CRM
The following shows some examples of industries that use the CRM. Although the core concepts remain the same, each industry, and each client has their own customised implementation. Some require daily PDF reports to be automatically, some require the uploading of spreadsheet data into the CRM, and others require tight integration into their own separate systems, such as for the ordering of parts, etc
Aside from the examples below, please note that the CRM is suitable for any application where requests, issues, or questions need to be logged, managed, resolved, and reported on.
Healthcare - PPE tracking
As for a recent implementation we have done, the 1ServiceDesk CRM is ideally suited to track the distribution of PPE (Personal Protective Equipment) especially in this time of Covid, whether to highlight potential fraud or corruption, plan new deliveries, or monitor the effectiveness of distribution.
In this case, the client is a distributor of PPE across the entire South Africa. They source, pack and distribute the PPE, and every 3 days upload a spreadsheet of deliveries into the CRM which includes the intended receiver's name and mobile number. On upload, the CRM automatically sends a text message to the recipient, with a PIN number, which must be used when taking delivery.
The recipient sends a USSD message (from their mobile) to a dedicated number, indicating whether or not they have received delivery, the correct quantity received, and whether anything was damaged.
The CRM automatically converts the received message into a note on the CRM, linked to that healthcare worker, and if there was a problem with the delivery, allocates the ticket to a support agent to resolve. The agent then solves the problem and updates the ticket. In the case of a lost PIN, the CRM re-sends the PIN.
All interactions are tracked by date, recipient, region and status. Therefore real-time, comprehensive reporting can be done showing the effectiveness or failings of distribution. Trends can be easily spotted showing where there might be a common factor for any failings, or particularly problematic regions.
Managing a property, whether it's a corporate office tower, an apartment block, a shopping mall, or a residence, requires the interaction and cooperation of many parties. Using a centralised Service Management System enables real-time, auditable, and always-accessible tracking of work.
In a typical implementation, the service manager, the landlords and caretakers, as well as preferred repair companies and service providers are all give access to the system. Each user type only views the information relevant to them.
A typical sequence of events would be:
- The caretaker at an office blocks notices that an elevator is not working.
- She logs on to the system with a secure password, and enters relevant details, such as which elevator is stuck, and lists it as "Urgent"
- Because she is a registered user in the system, her phone number, email address etc are all pre-populated.
- The system then performs a series of automated tasks:
- The ticket is allocated to a service manager or vendor, based upon the type of request.
- A reference number is emailed to the caretaker.
- As this was logged as "urgent" the system will send a text message to alert the service manager.
- A countdown timer starts, to track how long this ticket remains open.
- The relevant vendor logs in to the system to view details of the request, and get the address which is also displayed on Google Maps.
- While going through the steps of attending to the request, which could be multiple such as On Hold, waiting for parts, etc the vendor updates the ticket so that all parties can all see real-time progress.
Real-time reporting is available on the system, showing graphs and stats of all work, completed and open.
Tracking of equipment and appliance repair
Many companies are in the business of suppling equipment and then needing to honour after-sales warranty, exchanges, and repair.One of our clients is a major supplier of household appliances, and used the CRM in an inbound call-center to capture requests for repair, service, or exchange. The system capures all the usual detail such as client name, number, and address. But for this implementation, it also captures Invoice detail, appliance model and serial numbers, and validates the warranty period.
Unique in this customisation, is the ability for the servicing technician to order parts via the CRM, from their existing stock and inventory system. A great deal of logic and algorithms were built into the system to assist with fault diagnosis, and ensuring the correct parts were ordered.
In addition to the standard web interface for the call center agents to use, we also provided:
- A mobile phone compatible "Technician's Portal" customised for the repair technician to:
- Get and feedback information specific to technician's use.
- Click an "on-site" button to auto-capture date of site visits.
- View an integrated Google Map showing the site address.
- A "Store Portal" for dedicated use of the various furniture and retail outlets.
- This allows the retailer to access notes on previous requests.
- Create new requests for customers.
- Upload photos of appliance faults
- Upload Invoice copies.
Citizen query management for governments
All governments have programmes, support call centers, and departments dedicated to providing answers and assistance to their citizens. These interactions need to be tracked, managed, resolved, and reported on.
The 1ServiceDesk CRM has been used as a case management system for the Western Cape Government in South Africa. The system serves multiple call centers simultaneously, accepted incoming text messages, and emails. It was multi-language, and could send out various canned or adhoc emails.
The system provides a continually refreshing display on LCD dispays in the premier's office showing stats on cases across the region, as well as an integrated Google map of all, or filtered sub-sets of cases as a "heat map".
A special customisation was put in place for the government Department of Health which enabled citizens to send a special, emergency "help" message to a toll-free Mobile text number. It was intended for patients in any hospital who felt they were in trouble or left unattended, to request urgent assistance. The CRM would read the text message, and immediately contact the relevant agent who would be able to intervene on the patient's behalf, and get hold of the appropriate healthcare worker to attend to the patient.
Some of the other departments who benefited:
- The liquor board. Thanks to an integration with the existing license database, expired or nearly-expiring licenses could be tracked.
- Red-Tape. This department assisted new start-ups with the admin required. The CRM is able to email out the various standard forms and guidelines necessary.
- Social development.
- Cultural affairs and Sport
- Environmental affairs
- And many, many more
As with many other implementations, this CRM includes an internal clock that measures how long each case is open. Depending on rules set by the CRM administrator, the CRM will escalate cases to senior personnel for attention, if not closed within the pre-defined limits.