Enforce a Process to Consistently Deliver a High Level of Service to Customers and Internal Clients

The FIT | HelpDesk template was designed to give organizations competitive advantage by: a) providing more responsive and proactive service to customers; and b) facilitating faster response times to internal incident reports and change requests resulting in higher productivity.

Overview

Manage SLA and Performance Standards: Use FIT's powerful workflow rules to flag any incidents or requests that fall below performance standards. Emergency notification can be sent and the item escalated to ensure contract compliance. Use FIT's rank feature to help prioritize issues.

Project Reporting and Charts: FIT provides realtime, customizable reports and charts so that managers can see the information required to assess productivity and manage resources.

Provides Background Information: Clients can attach files such as screen shots and server logs in almost any format to ensure that relevant information is provided. FIT provides an auditable history trail for every incident so every member of your service team can get up to speed quickly when investigating or resolving an incident.

Flexible Configuration and Customization: Use custom fields or edit default fields to ensure that you are collecting the information exactly the way you need it. Change the layout of the fields and customize the look of your system using default skins or custom CSS.

Easy installation and deployment: The licensed version of FIT installs in less than five minutes and you can configure a basic system in less than an hour or you can activate the hosted version in minutes. 100% Web-based, so no client-side software is required other than a standard web browser. Easy to use interface requires virtually no learning curve – it's easy to use as surfing the web and filling out web forms.

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