Challenges

• Difficulty in tracking SLA compliance and escalations
• Limited visibility into multi-channel requests
• Complexity in managing workflows and transitions
• Difficulty in defining and enforcing SLAs
• Managing multiple user roles and permissions
• Vendor onboarding and KPI tracking challenges

Overview

The Help Desk module acts as a centralized command and control system for managing service requests and complaints. It ensures quick resolution, transparency, and improved customer experience.

The Administrator Portal provides complete control over workflows, user roles, and vendor management, ensuring smooth operations and compliance.

Service Highlights

• Create maintenance requests or complaints.
• Add and view comments, attachments, and photographs.
• Track the status of requests in real time.
• Enable communication between customers and service teams

•  Create vendors and manage contract details.

• Define and monitor SLAs for each vendor.
• Manage vendor users and assign roles.
• Configure workflows for different issue types (Reactive Maintenance, PPM, Helpdesk, Tenant Requests).
• Define user roles and access permissions.
• Manage technicians, KPIs, skills, and rates.
• Set up communities, buildings, zones, floors, and spaces.
• Configure criticality, priority, and response times.
• Email and SMS integration for notifications.

Business Benefits

• Centralized control for all operational workflows.
• Improves SLA compliance and vendor accountability.
• Enhances transparency and communication.
• Reduces manual effort through automation.
• Provides audit trails for compliance and governance.