"HelpDesk I" is a PC network database system to support callers who are having trouble with PC's, LANs, or specially manufactured products. There are two editions of the HelpDesk product for the following uses:
The software permits:
- Use by technical support or customer service staff of a manufacturing firm or
- Use by MIS helpdesk staff.
The software has been designed to be quick to learn by using on-screen command buttons to perform functions rather than requiring the user to search through hidden menus for a facility to perform a certain function. This ease of learning is further facilitated by use of disk based training tutorials to permit a new user to learn in less than 40 minutes.
- Call Tracking;
- problem lookup with keyword symptom solution searching;
- problem researching using prior call records, Repair records, and model related problems;
- Asset Tracking with product configuration lookup;
- Service Contract or extended warranty contract management;
- on-site service dispatch; and
- either purchase requisition/purchase order or Order taking facilities.
Standard Features
- Automatic call numbering, date and time recording, and automatic elapsed time calculation.
- Call escalation facilities to transfer a call record to another person using the HelpDesk system.
- Lookup of caller master record using any of several search keys:
- search by caller name,
- caller phone number and/or extension, department/division name, or by serial number of product.
- All data entry fields can be typed or the call taker can select field entries from a drop down pick list associated with the field.
- The pick list is generated automatically by the system from the tables of standard data that the user inputs when first setting up the system.
- The system allows the user to input tables of: callers, products supported, known problems with their solutions and symptoms, serial records, configuration records, and service contract records.
- Most data can be entered by clicking the mouse on pick lists.
Special Industry Features
- The edition for manufacturers permits customer lookup by company name or customer ID number in addition to personal name, phone number, and serial number if needed.
- Return material authorization (RMA) numbers can be issued or the call record can be escalated to a special person who manages this process.
- Date tracking is provided to provide cradle to grave tracking and reporting of returned materials if needed.
- An on-site service dispatch with scheduler is included in this edition.
- The system is designed to permit fast inclusion of custom product configuration so the configuration can be looked up.
- The shop floor traveler, where serial numbers and firmware versions are recorded, is usually the document that is brought up for viewing.
Workstations should be 386 or 486 PC's with 8MB RAM, Windows, DOS 5+, mouse, VGA , hard drive, and keyboard. Server should be 486DX or better, 16MB or more, hard drive, and network software. Net software can be: Novell Netware, Microsoft LAN Manager, Windows for Workgroups, Windows NT, or Artisoft Lantastic. Banyon Vines is OK but not approved.
Pricing
$3995-3user, $7995-5user, $10995-7user, $12995-9user, $14995-11user, ?-unlimited. Optional marketing and sales module for manufacturers to permit market research and forecast entry and update, $7500. Eval kits are $95 and include: real software, 42 page user guide, on-line help, and disk based training tutorials.
For More Info
Contact: Jack McInturff, at BULLSEYE SYSTEMS, San Jose, CA 95124, TEL: (408)266-9226
