FSI (www.fsi.co.uk) introduces FM Helpdesk, another product in their Facilities Management Software range

Concept™ Computer Aided Facilities Management (CAFM) solutions from FSI provide fully integrated FM helpdesk functionality for logging call requests against user defined “contracts” and services, enabling the tracking of works in progress through to completion. Concept™ facility management software offers a flexible call handling solution for implementing a helpdesk facility at the level required by differing organisations. FSI have implemented FM helpdesk solutions from single user stand-alone to multi-site, multi-user call centres, logging in excess of 1 million calls per year.

The unique business logic of Concept™ Facilities Management Systems enables the user to define how the FM helpdesk “thinks” when a call is logged; ensuring necessary data is captured quickly and efficiently from the outset. An FM helpdesk operative can therefore log a call with minimal input as pertinent data fields are automatically populated.

For example, a call may be logged by selecting a callers name and problem only, from which Concept™ facility management software can generate a telephone number, email address, building, location, contract, category of work, trade type, priority, estimated completion time, estimated labour time, estimated stock cost, cost centre, and so on. This may be reduced to selection of a problem only, improving further the speed of logging job requests by using Computer Telephony Integration (CTI) which automatically populates a callers detail before the phone is answered.

Concept™ Facilities Management can also prompt the FM helpdesk operative to ask pertinent questions enabling the answers to be recorded onto an engineer’s job sheet. This ensures all necessary information can be captured during the initial contact so that the reporter’s problem can be resolved during the first visit to avoid unnecessary and often costly subsequent visits.

Other features of the Concept™ Facilities Management FM Helpdesk include:

• System generated sequence numbers and task id with user defined prefixes
• Automatic duplicate call checker
• Task authorisation
• Copy / Link Call for tracking multiple trades against a single call request
• Qualified / available resource display and quick select
• Fast Timesheet assignment and completion
• Automatically create and view Purchase Order from helpdesk call
• Automated event log and audit trail
• Monitor spend by cost centre and cost code in real time for tighter budget control
• Asset link for capture of lifecycle history
• Works in progress alert for all work types, by linked asset
• User defined Building, Contract, Asset information, and information displays
• Customer Satisfaction Form (CSF) issue for reporter feedback
• Link documents to jobs for quick access
• Local Computer Telephony Integration (CTI) available as an optional module

FSI also offer multiple bespoke helpdesk windows within a Concept™ Facility Management System. Each FM helpdesk window can be allocated for use against specific contracts or groups of contracts and can be tailored to reflect an organisation’s specific business processes for logging and handling call requests.

Visit http://www.fsi.co.uk/ for further details regarding the Concept™ range of Computer Aided Facilities Management (CAFM) solutions.