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Real
Asset
Asset4000
Asset4000i
Inventory4000
Lease4000
Forecast4000
Document4000
Track4000
Help4000
Project4000
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Help4000
Organisations
that have recorded and are managing their fixed assets understand the
need to extend this management to other items of value - inventory and
software. Help4000 enables active support to be offered to users of these
business facilities by providing centralised services for handling any
problems that may arise.
Features
Include:
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It
integrates with Real's asset register which maintains a database of
fixed assets, inventory items, software licences and the user associated
with each 'Item'.
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Manages
Service Level Agreements with suppliers and independent service providers.
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Provides
a facility for recording 'Cases' - notification by users of problems
they are having with Items.
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Cases
may be solved and closed immediately where only advice is being sought
(e.g. "How do I ……"), by using helpdesk experience, historic user
problems, a history of problems with similar Items, and a built-in
Knowledge Base.
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When
a Case cannot be solved at once, an Action Plan is generated to ensure
that regular progress statements are sent (telephone, email) to the
user; an Escalation Plan may also be generated if the problem needs
to be referred elsewhere, such as the Facilities Management Department
or a Software supplier.
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Emails,
e-faxes and work orders (to service suppliers) can be sent automatically;
Help4000 users are notified of all overdue actions and levels of management
can be similarly advised on an agreed time sequence (eg. after 4 hours,
after 1 day, etc).
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