Help Desk Software Request Management Contact Management CRM Quality Assurance Service Goals Escalation Security Controls

Coordimax is an intelligent and automated management tool that displays information on the system and monitors the progress of related calls.  Provide faster and more accurate reports for your users, and receive a higher rate of customer satisfaction and less downtime.

The Help Desk software acts like an electronic monitor for call escalation to ensure that each call is serviced efficiently to help your company meet service goals and increase efficiency. The program gives you the flexibility to customise the functions of Help Desk to your company’s needs.

Features within Coordimax Help Desk software scan all open service calls in one or in all defined service call queues. It uses rules that you define for the call priority and the service call queues to be scanned. You can apply rules to each case to escalate the call's priority or to perform other actions such as to create a new work order to transfer the case or re-assign the call to a different technical person.

All actions performed are recorded in the help desk log in detail with all notes pertaining to each call for reporting purposes.

Key features of Help Desk include:

• Logging, tracking and monitoring of both customer related and internal requests and associated tasks.
• Call logging through a variety of mechanisms including:
  • Auto processing of inbound emails
  • Manually entered
  • Web based
  • Specialised 'Quick' requests (Form based)
• Multiple user definable classification levels for requests.
• Comprehensive request workflow (based on business rules) including automatic escalation, assignment of responsibility, due date (SLA) calculation, priorities etc.
• Requests may be divided in sub tasks or activities each with their own priority, due date and ownership.
• Requests may optionally be linked to products & services and assets.
• Comprehensive comments section, including full history details.
  Integrated with Coordimax document templates library for uniformity.
• Auto-Population of requestor details via integration to Contact Management and HR (personnel) databases.
• Full security control at multiple levels.
• Email sending and storage from within the request system.
• Short keys are standard throughout the system with a user maintainable library of standard comments and resolutions.
• Integrated Knowledge Base to assist in problem diagnosis and self-service.
• Statistical analysis to identify common requests and response rates.
• Multiple pre-formatted viewing of analysis and reports.