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InstantResponse
for Help Desks and Field Service
Vayusphere provides InstantResponse solutions
for companies operating IT Help Desks and Field Service Oranizations.
Out-of-the-box solutions are available for Help Desk customers
using Remedy Help Desk and CA Unicenter Service Desk, and
for Field Service customers using Siebel Field Service.
Request the following data sheets for more information:
InstantResponse enables bi-directional, real-time
communication and collaboration between a Help Desk or Field
Service application, and distributed staff using any Instant
Messaging (IM) enabled desktop, PDA, pager or phone. InstantResponse
reduces costs for field-oriented service operations by:
- Improving the productivity of dispatch staff
- Improving the productivity of distributed
workers
- Minimizing expensive rework
- Reducing the costs of delayed response, such
as lost revenues
- Increasing customer service and satisfaction
through faster resolution of problems
InstantResponse provides all the necessary functionality
required to intelligently forward Help Desk or Field Service
cases to support staff, via secure instant messages, based
on real-time information about their current presence and
availability. It also enables field staff to interact with
the Help Desk or Field Service application and other enterprise
applications, remotely and in real time, using simple keystrokes
on their IM-enabled desktop or mobile device. Specifically,
InstantResponse:
- Enables a distributed
support person to receive a real-time notification when
a case is assigned to them or their group.
- Enables a support manager
to receive a real-time notification when a case is escalated.
- Provides a set of commands
that enables a distributed support person to interact with
the Help Desk or Field Service application remotely using
simple keystrokes on their IM-enabled desktop, PDA, pager
or phone. The available commands can be configured based
on the user's role and access privileges. For example, support
staff can: Create a case and assign it to one or more technicians
or field service personnel; Accept a case; Decline a case;
List all open cases or a subset of cases; Add notes to a
case; Reassign a case; and Update the status of a case.
Similarly, managers can: List all open cases by priority
code; List all open cases that have been open longer than
a user-defined number of minutes; and Change the escalation
status of a case.
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