TORONTO, ON: Help Desk Technology introduces ServicePRO Enterprise, a web-based work management system that can be used by any business unit or team to organize and generate a complete audit trail of activities related to tasks and projects. It is a combination of workflow tools for assigning and routing work, social features like chat and messaging for collaboration, the ability to link emails and documents plus calendar items to specific tasks and projects, and finally activity streams that consolidate all information on a given issue into a single view enabling easy reference and tracking.
"Adopting different solutions for different business units or types of tasks is inefficient and expensive," says Igal Hauer, CEO of Help Desk Technology Corporation. "ServicePRO supplies a generic set of tools that can be used to manage and execute any number of business processes collaboratively within or across business units."
The ServicePRO Workbench offered on the cloud from any Internet-enabled device includes:
Service requests: containing general task or project information, assignment to the proper personnel, priority, start/stop dates, and options for automatically updating designated users on progress. Templates can be created for recurring tasks and projects, fields can be customized by users to match specific needs, and relevant documents and memos can be attached as the work proceeds. Requests can also be automatically created from incoming email messages based on business rules.
Chat, instant messaging, shared calendars and screen sharing: that expedites communication, task completion and problem resolution. Transcripts of all interactions are recorded and retained as part of the task's or project's permanent record.
Activity streams: containing all activities, communications and documents related to each service request for easy search and retrieval, including Word, Excel and Power Point documents; image, audio, video and PDF files; emails; chat and messaging threads; and more. Relevant email attachments can be attached automatically via business rules.
Calendaring: for scheduling meetings and appointments, and automatically integrating them with appropriate requests and tasks. For customers using Microsoft Office, every meeting or appointment is synchronized with each user's Outlook calendar.
A centralized knowledge base: providing fast, secure, cloud-based access to needed documents, eliminating searches through individual emails, nested folders or staff computers. Documents can be captured manually or through automatic rules-based transfer of email attachments.
A 'My Workspace' view: enabling individual users to see all work assigned to them and drill down to activity streams, attached documents, communications and more.
These functions and others are backed by robust business process management capabilities, including business rules that automate processes such as issuing alerts and sending emails to ensure on-time task completion, and role-based access control for creating teams, assigning privileges and ensuring that documents are seen and modified only by authorized personnel.