enFocus Call Management System
enFocus Call Management System provides a complete solution for companies that need to manage support calls, assign engineers to them, and track progress to ensure that the issue is dealt with efficiently.
The system consists of a central database of client, site, equipment and engineering data that is accessible throughout your organisation, allowing branch offices or client sites to manage their own support calls.
Features
- Full role based user access security to control who can view, list or update information.
- Calls can be managed by client, contract or site. Each client can have multiple sites and contracts.
- Engineers can be assigned to sites, so that Call Operators can assign the correct engineers to a call.
- Unlimited equipment list and maintenance specifications for each site. The engineer will be properly prepared before attending the site.
- Automatic escalation of calls at contract specific response times, helping you to meet your Service Level Agreements and contract obligations.
- Full history and analysis of calls by client, site, engineer etc.
- Performance reports by client, site, engineer etc.
- Risk Assessments for equipment and sites, helping you manage your health and safety obligations.
- Automatic production of planned preventative maintenance schedules and manuals.
- Planned visit schedules for staff and sub-contractors.
- Sub-contractor and approved supplier management help call operators to assign the most appropriate sub-contractor for a call, and source spares efficiently.
- Technical checks and readings for equipment and sites.
The system runs on a windows based server, using Microsoft SQL Server to provide a robust and reliable platform. It is compatible with Citrix and can be accessed via corporate networks or through internet browsers.
