Support IT Pro
Service Management Software

Reduce Your Response Time and Increase Your Quality of Service

Support IT Pro is a bespoke Service Management software solution that meets the challenges of running a professional customer service company. Providing valuable information to your customers, sales and support staff, and management team Support IT Pro enables your business to operate more efficiently and deliver a consistently high quality of service to your customers.

Support IT Pro Service Management software provides Help desk, Service and Engineer Support, Contract Management, Customer Relationship Management, Integration into Finance packages and Mobile PDA Work Force Management and allows you to:

• Create professional quotes easily
• Log support calls in a single screen
• Schedule engineers
• Track Engineers via GPS
• See contract details and Service Level Agreements
• Email updates to your Customers
• Give Web access to your customers

Support IT Pro Service Management software is a powerful SQL based solution that can be fully tailored to your businesses needs. Over the past ten years Support IT Pro has been delivering a first class service management solution to an extensive and varied client base nationwide, covering many serviced based market sectors.

Select a section to read further details.

Customer Relationship Management (CRM)

Share Information Between Sales and Support

Support IT Pro Customer Relationship Manager (CRM) provides all of the tools and capabilities needed to offer first class customer service within your organisation. It enables you to create and easily maintain comprehensive records of customers from first contact, quotations, through purchase order and post-sales.

With modules for sales, marketing, and customer service, Support IT Pro delivers a quick, flexible and affordable solution that delivers considerable improvements in every business process, enables closer relationships with customers, and helps your company achieve new levels of profitability.

Visibility of Support activity and reports also aids at the point of contract renewals as well as pre-contact awareness.

Quotation Management

Spend More Time Converting Quotes than Creating Them

From easy to enter forms, create a professional quotation that can be emailed to your Customer via Pdf to accelerate the turnaround of quote to order. Pick items from stock look ups, include pictures of the products and link back to the manufacturers web pages for technical information if required. Multiple versions of the quote give quick and easy modification, with instant recalculation of profit and margin %.

Once the Quote has been accepted Support IT Pro Service Management software will assist in the flow of the order through to invoice.

Call Logging

Professional After Sales Support

Support IT Pro Service Management software will help you deliver high profile service through low-key administration of the support call:

• Log Support Calls quickly and easily
• Stop the Clock facility for Customer invoked delays
• See the contract cover and SLA for the equipment
• Set E-mail escalations as calls approach critical points
• Change ownership of the call or tasks within the call via ‘active tickets’

Engineer Scheduling

Efficient Resource Location

Support IT Pro Service Management software’s Scheduling Board/Calendar enables you to schedule new or update existing call-outs. Schedule Holidays and choose colours to identify different types of work to be carried out.

View Holidays, Bank Holidays and sickness days per engineer. The Planboard view gives the options of hourly view, 1 day and 3 Day, weekly views from 1 week to 12 months.

Generate Engineer Call Sheets to Printer, Fax or Email with Pdf attachment. Engineers have instant access to their calls via PDA interface. They can update ‘tickets’ on a call and complete calls whilst on site. The Quick Allocation Scheduling Board is a fast entry screen to link scheduled visits to existing support calls.

SLA Alert

Escalation Identifies Problems Before Your Customers Do

As calls approach critical points, Support IT Pro Service Management software will email call owners and escalate these emails through the Company until the call is attended to.

Escalations can be sent to PDA’s and field based personnel to maximise prompt action

Engineer Location

Minimise Travel Time and Protect Lone-Workers

Support IT Pro Service Management solution enables you to See the location of the caller and the nearest Engineer to the job and will eliminate unnecessary travel costs and speed up response times per Job.

Lone-Worker and ETA Manager Functions give alerts to the administrative team of ‘static’ status and potential late arrivals.

Order Processing

Track Progress Back to Job Number

Support IT Pro Service Management software ensures every action against a job is entered automatically back to the job updating current status and initiating email and alerts as significant points are reached;

• Multiple Quote Versions
• Produce Costing Sheets
• Order Confirmation
• Purchase Orders to Suppliers
• Serial Number Tracking
• Stock Control
• Order tracking
• Raise an Invoice or Pro-forma
• Add New Equipment to Contract
• Integration with Accounts Packages

Contract Renewals

Capture all Renewals, Additions and Uplifts

Renewing contracts within Support IT Pro Service Management software takes 3 easy steps;

• 1. The renewals screen is date based, giving you a view of up-coming renewals, equipment additions, costs and 3rd Party charges.
• 2. You can uplift the contract for the coming period by a fixed amount or percentage.
• 3. After that, generate the revised Contract for signature and the Invoice, the details of which can then be updated to your accounts package.

Financial Integration

Integrate and Query Financial Systems

With ‘On-Stop’ integration into most Accounts Packages, the Support IT Pro Service Management solution can be a single ‘front-end’ to interrogate many other systems.

After generating Sales Invoices, Purchase Orders and logging Purchase Invoices, Support IT Pro can import from, export to, and query most Accounting packages including Sage, Access Accounts, SAP, Datafile and Exchequer.

Web Portal

Give Clients Web Access

Support IT Pro Service Management software enables clients to log their support calls and monitor their progress via the web portal interface.

PDA/Tablets Integration

Empower Your Engineers

Support IT Pro Service Management software enables your field staff to update their tickets on a call and even close the call completely from a customer’s site or laptop in the field. Engineers can log themselves on and off site to create an ‘active-ticket’ and real-time reporting for time spent on site.

Integration

Robust and Secure

Using Microsoft SQL Server, Support IT Pro Service Management Software shares its single data file across the web front end and integrates with many other customer contact and accounts databases.

Support IT Pro Service Management Software has open integration with Multimap and can generate location maps on each and every client postcode within the database. Integration with Outlook, Word and Excel are also key parts of document creation and document linking.

With Support Desk Mobile on their PDA devices, engineers can update calls immediately over a GPRS connection to your office.

If you would like to know more about Support IT Pro and how it can help your business operate more efficiently and consistently deliver a first class service to your customers, then please contact one of our Account Managers for further information or to arrange a demonstration.