Consistently documented service procedures
All available information about a service case is clearly displayed here. Two comment fields – one of them for internal use only – allow you to supplement the information at any time, whereby the entries of the respective users are displayed in dialogue mode. Thus, also in subsequent processes all relevant information is available in clear form, such as the dispatching of a possibly necessary assignment of a service technician.
Let the system inform you of valid SLA specifications when a service case is recorded and define escalation notifications that inform the required actors about the ticket status, for example by e‑mail. By using the “Follow” function, you never lose track of important tickets, assignments or projects. Replies to e‑mails sent by the system can be reassigned, including attachments, and thus be made available to the users.
An essential aspect in the processing of service cases is the presentation of required information in the right place at the right time. Therefore the input masks in Innosoft are highly configurable: not only can you add any number of data fields, but you can also redesign the interface with the help of an easy-to-use editor and add specific individual fields to the input masks of the Innosoft standard.
Further possible applications
Information about the modules of the Innosoft Field Service Management