CRS Helpdesk Software Presented By The Systems House, Inc.
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Transcript of CRS Helpdesk Software Presented By The Systems House, Inc.
CRSCRSHelpdesk SoftwareHelpdesk Software
Presented By Presented By The Systems House, The Systems House,
Inc.Inc.
The History of CRSThe History of CRSC.R.S stands for C.R.S stands for
Customer Reporting SystemCustomer Reporting System
Originally created for TSH’s internal reporting Originally created for TSH’s internal reporting needs needs
This software was designed to manage large This software was designed to manage large scale software projectsscale software projects
The consistency of the program helped launch it The consistency of the program helped launch it as the Primary Internal Helpdesk Software of TSHas the Primary Internal Helpdesk Software of TSH
CRS is based on the same core technology as CRS is based on the same core technology as our E-Commerce Engine, RemoteNet our E-Commerce Engine, RemoteNet
The Role of CRSThe Role of CRS
Manages calls into our help deskManages calls into our help deskAbility to track problems and their solutionsAbility to track problems and their solutionsServes as a Knowledge BaseServes as a Knowledge BaseProvides Management ReportingProvides Management ReportingOnline Access Available 24/7 from Online Access Available 24/7 from
anywhere there is an internet connectionanywhere there is an internet connection
Help Us Serve You Help Us Serve You BetterBetter
Provide a detailed description along with supporting Provide a detailed description along with supporting facts which include:facts which include:
Error Messages ReceivedError Messages ReceivedOrder, Invoice, Record NumbersOrder, Invoice, Record NumbersWhat Process Was Completed Before the Issue What Process Was Completed Before the Issue
OccurredOccurredWere screen shots or reports faxed regarding Were screen shots or reports faxed regarding
this incident?this incident?Any Other Relevant InfoAny Other Relevant Info
Viewing, Updating Your Viewing, Updating Your RequestRequest
Your New Request is In! Your New Request is In!
• Now You can further customize the way you view your Now You can further customize the way you view your requests with the Sort By and Items per Page buttons. requests with the Sort By and Items per Page buttons.
• Go directly to a request by typing in the request numberGo directly to a request by typing in the request number
• Export your list of requests to an external file.Export your list of requests to an external file.
• Or Create An Entirely New RequestOr Create An Entirely New Request
Export your RequestsExport your Requests
Download your SpreadsheetDownload your Spreadsheet
Example of Downloaded Example of Downloaded SpreadsheetSpreadsheet
The CRS ProcessThe CRS Process
What happens when a user submits a request?What happens when a user submits a request?
The Request Is AssignedThe Request Is Assigned
The Request Inquiry Process BeginsThe Request Inquiry Process Begins
The Solution Is Tested & ApprovedThe Solution Is Tested & Approved
The CRS ProcessThe CRS Process
Ability to Check Support EmailsAbility to Check Support Emails
Ability to Check Support EmailsAbility to Check Support Emails
Customers Using It!Customers Using It!
Weeks-Lerman’s Internal CustomerWeeks-Lerman’s Internal Customer
Service GroupService Group
Leesar’s Customer Service GroupLeesar’s Customer Service Group
Leesar’s MIS GroupLeesar’s MIS Group
Weekslerman - CRSWeekslerman - CRSDepartments are AutomaticallyDepartments are Automatically
Alerted to open requests via Alerted to open requests via
EmailEmail
Management is carbon copied on Management is carbon copied on
all requestsall requests
Requests Range from: DeliveryRequests Range from: Delivery
Issues to purchasing requests forIssues to purchasing requests for
specialty itemsspecialty items
Lee Sar Customer Lee Sar Customer Service - CRSService - CRS
Customized Types and CategoriesCustomized Types and Categories
Client Department vs Leesar Client Department vs Leesar
Depts.Depts.
Visibility for Hospitals into theVisibility for Hospitals into the
complete supply chain. complete supply chain.
Lee Sar – CRS/MISLee Sar – CRS/MISPC issues in the distribution centerPC issues in the distribution center
Issues reported to Leesar MIS canIssues reported to Leesar MIS can
be automatically converted intobe automatically converted into
open TSH requestsopen TSH requests
Reporting tools for management toReporting tools for management to
track requests internally andtrack requests internally and
employee productivityemployee productivity
The Benefits of CRSThe Benefits of CRS
An Efficient Management ToolAn Efficient Management Tool
Real-time Status and Progress Real-time Status and Progress ReportsReports
Easily CustomizableEasily Customizable
From TSHFrom TSH