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496870 Service Managment Application

Overview:

We are seeking to have a service management platform developed. The system will initially only be used by our internal company divisions, however we plan on later providing the platform as a SAAS offering to other computer repair companies, so it will be helpful to have the basic capabilities built into it from the start to handle multiple (owner accounts), and limiting in place on customer numbers, staff numbers, and service calls, and features for use in service offerings later on.

The general features include:

Customer Management:

Location Management – for clients with multiple locations (must allow location specific billing)

Billing Management – Invoices, Estimates and Payments

User Management – Each customer should have the ability to add multiple users, that the primary user can control the access level, users should be able to be assigned to either customer wide, or to specific locations.

Service History Management – a full detail from each service call of what was done and any and all customer notes from each call

Client Portal – A clean interface for the client users to access, to submit a new service request, or based on their access level view past/present invoices, make credit card payments, view service calls (for their location), etc…

Company Management:

User Management – including payroll, and access control for the various parts of the system (i.e.… Accounting, Dispatch, Administration, HR, Marketing, Service Calls, Customers, Development)

Business Units – each business units settings, customers, sub-users, will be independent of all others. Each business unit, must be able to place a small install (several files) on their own domain, to allow separate branding on each units own domain, while the main system and handling is done on the main server.

Product/Service Management – setup of products and services, including cost, price, type of cost and price (i.e.… fixed, by hour, by month), supplier, supplier id number, inventory, service name, and short description and long description, and whether the item is taxable. Must also allow upload of an installer for software based products, as well as license key recording and appointment, including when the keys expire.

Accounting Management – Control of invoicing for services, input of expenses and accounts payable. Accounts payable must allow an account to be auto billed, such as phone service that is automatically paid monthly. For invoices, the customer will define how they wish to receive the invoice based on their billing terms, and who should receive it, (i.e.. the accounting person needs to be emailed all invoices, or they prefer them to be mailed (in which case all to be mailed invoices need to be printed)) Invoices must be able to be designed in Word or other template and like the reports be easy to integrate. Payment management, assign payments made by mail either check or cash to the appropriate customer/invoice, or submit over the phone credit card payments.

Reporting Management – Reporting of all business operations, such as service calls per day, income, expenses, customers, marketing returns, customer satisfaction. Reports must be able to be scheduled(i.e.… a daily operations summary must be able to be automatically emailed at 8pm CST to the specified user, or a daily overview be emailed to the technicians with an overview for the next day) Creating and adding new reports should be straight forward, such as uploading a word template that uses variables, so that new needed reports can be created on the fly without much trouble. An example would be using {VariableName1+VariableName2}

Settings Management – Tax Rates, Company Logos(for branding, and on invoices and reports), Zones, Marketing Campaigns, Custom Fields, Vocabulary, Email Options, Credit Card Processing, Templates(for the various types(invoices, customer letters, reports)and whether they are to be printed in color or black/white), Print Queues(single print queue or separate color and black/white queues), OnForce settings(API key, Services to Spend Limit mapping, work order detail templates, Update frequency, Error/Status Logs, Service Category to Problem Description mapping)

Print Queue Management – All reports, invoices, customer letters, that require printing, should be placed in a queue to be bundled in a single PDF to be printed at once.

Contact Management – ability to use templates for use in customer contact, such as follow-up letters, and emails, promotions. Then based on customer preference and contact type be able to schedule the contact types that have been created (i.e... have a letter that is printed sent to every new customer, 1 day after the completion of their service call, or a monthly letter emailed to every customer)

Work Order Management:

Dispatch:

Work Order Numbering – Work orders routed to internal techs will be assigned a number prefixed with the year (i.e. 2010-34547823) calls that are routed to OnForce will utilize the OnForce Work Order Number, on all customer and tech paperwork. The numbering format should be changeable and selectable from the Company Settings.

Service Call Details to Category Suggestion – The system should allow words in the problem description to be used to suggest the proper OnForce category for use in routing, for example if the customers description of the problem is that they have a “blue screen”, and their system is defined as Windows XP, then it is fairly safe to suggest that the category would be (Windows XP -> OS Issues), creation of these maps should be done from the Settings area. In addition, previous calls that matches or is very similar to the current service request, based on text search and comparison, should be used to match the Category with. This handling should be default across all service calls regardless if they are routed to OnForce.

Visual Scheduling – utilizing Ajax drag and drop into time slots, so that it is easy to view what is happening for any given time slot and by who. There will be 6 service windows per day. The dispatch must support multiple Zones, for example Denver, Phoenix, Seattle, each with its own time dashboard, as well as a general companywide overview. The outside API will be defined as a service group, with the scheduled calls below it, with the technicians name and ID listed in the Technician Column, dragging a service call to the group will route it to the outside API

Smart Routing – Suggested routing to the technician that has a previous service call that is closest to the location (via Google Maps API), and has the soonest open time slot. Should also attempt to route to the same technician if the customer is a repeat customer, for calls that were routed to the outside API, the first routing should go to the same technician, if the technician has maintained a high enough rating.

Outside API Routing – For service calls that are requested that no available technician can service, the system must prompt to route it to the outside API, which will then utilize Onforce.com.

Dispatch Queue – Service calls that come from the web or outside call center will be placed in a queue for review and dispatch to either a staff technician or to the outside API

Technician Dashboard:

Route Planning – allowing the technician to view the routing for all work orders for the day, including directions from one call to the next(utilizing Google Maps API)

Call Detail – allowing the tech to view call details, and add notes, both private and notes that will be printed on the customer invoice.

[url removed, login to view] Integration:

Work Order Routing – When a call is assigned to the outside API, the system should utilize the OnForce API, to route the service call, it must also assign the technician a password to access the call closing portal.

Work Order Management – the system should keep updated with the OnForce work order status, and have notification of changes and or updates. As work orders are updated the notes should be synchronized with the systems private notes for the calls, the same as if a staff technician was adding them inside the system. Statuses and sub-statuses should also be in sync, for example if the sub-status is set to in progress the systems status should be in progress, however the customer should only have access to view the main statuses. If notes are required on the business units end any notes posted in the system should be posted back to OnForce.

Technician Management – Each service call will be assigned by OnForce to a tech, the techs that are used should be maintained in the database in relation to the calls they service as well as the follow-up ratings they receive. Technicians that receive low ratings should be placed in a black list to assure that they are not routed to again which is done thru the OnForce API. On completion of the service call a follow-up call will be made to the customer, based on the rating given, the system should post the rating back to the OnForce system.

Full integration required, we will provide the full documentation for the API, as well as the sample code for it, we need the system to be completely integrated as one of our business divisions will utilize it almost exclusively.

Technician Call Close Portal:

A clean interface for the technicians (both OnForce and Staff) to access to submit call closing details, such as: Work performed, System Details, Expiration Dates of all security related software, Passwords and other details set by the technician for the system or network (i.e.… the wireless network name, security key, network ip's), it must also provide access to download any software the customer has chosen to purchase, along with provide the license key. Any additional services the customer requested while onsite will be selected here. Access to the portal should be thru the use of 3 fields (Tech ID (from OnForce/or Staff ID), Work Order ID, Password (will be provided in work order detail to OnForce Techs, or staffs password)). On submission of the call details a final call Information PDF will be created based on a template, that details the service call, what was done, passwords set, license keys if applicable and invoice/receipt that may be printed or saved. The specific fields requested will be different based on the type of service call, so the pages and the fields requested need to be editable from within the system based on service category.

Outside Help Desk Integration:

Use of an outside call center will be utilized for incoming phone calls, so the system needs to support a portal that allows the call center agents, to create work orders based on information provided by the end customer, for example all customer contact information, problem descriptions/requests, basic system details (operating system, type (laptop, desktop, server), make, model), requested service window based on availability. Access to the portal will be via Call Center ID, Password, and Agent ID. The first field will be customer phone number, which will do an Ajax check for matching phone numbers in the system already, then auto fill the customer information. The form and the details requested needs to be editable so we can change the layout as we figure out how things work best.

SAAS Options

When we decide to make the platform available as an SAAS service, we need to be able to turn on and off features and create limits based on plans. Examples would be that OnForce integration would only be available on request and as a higher price add on. Another would be the outside call center functionality. While the full functionality for the SAAS does not need to be created now, the basic controls to help facilitate the change over later would be appreciated.

Example Existing Systems:

ServiceCEO – [url removed, login to view]

ServiceTycoon – [url removed, login to view]

We want to have the system be easily template-able, so that we can have our designers skin it at a later date. Also we want to use ajax for form submission and tables for sorting and searching everywhere that is possible.

Beceriler: AJAX, Her şey Kabul, Grafik Tasarımı, Logo Tasarımı, Pazarlama, PDF, SEO, Şablonlar, Web Güvenliği

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Proje NO: #2242786