Background - A local company who specialise in IT support needed
an expert system to log customer support calls, allocate repair technicans, set priorities,
manage spare parts and record all work done and associated costs.
Their existing system consisted of several discrete applications which could not easily be modified,
were difficult to interrogate and were becoming unworkable due to the large customer base and volume
of support work.
Solution - We created them a database system to manage all Customer
and Contact details, provide a Help Desk facility to log incoming calls and provide customer feedback on
work in progress. In addition, the database is fully searchable, providing data on customers, contacts, calls,
repair history, stock components, costs, supported equipment, applications, warranties, suppliers, manufacturers
and a comprehensive reporting module.
Benefits - The new system has allowed the company to effectively take on more work,
track repair progress, manage stock and to analyse costs and repair times for each contract.
Flexibility - The system has been designed with administrative menus which allow the
database to be easily
and quickly modified to track any type of work and stock requirement for any business which has a
requirement to manage maintenance activities.
