Service Manager 365
Managing service subcontractors' work for Office 365 and SalesForce
These days, there are few corporate clients who do not use hardware made by dozens, if not hundreds of makers. Each one of these is serviced by a dedicated service partner, or even several. The work of many people and groups depends on how quickly and well service requests are planned and executed. The competence of the subcontractors is of great importance as well: you need to select the most qualified people to service the specific hardware, they have to be certified, and must be able to do high quality work. Managing this service complex without modern automation tools in an effective manner is simply impossible.
Service Manager 365
Managing service subcontractors' work for Office 365 and SalesForce
Brief System Description
The Service Manager 365 system was developed to manage the work of external subcontractors using the Office 365 platform. It is made for enterprises and very large corporations that use the SalesForce automation system. Integrating with SalesForce lets us, on the one hand, use SalesForce functionality to create service requests, and on the other, organize the processing of these requests by subcontractors who do not have access to SalesForce.
Service Manager 365 manages the entire service request cycle: automatically imports open hardware repair requests (and others) from SalesForce; distributes the requests among the appropriate subcontractors; creates a schedule for service completion; manages the request execution; and exports the results back into SalesForce. The subcontractor has access to viewing and selecting only the requests that match their competencies (their engineers’ competencies). After accepting a request, the subcontractor confirms the service timeline and assigns specific contractors; exports the data about employee load to the general work calendar; and creates a report and documentation after completion. The system automatically exchanges information with SalesForce, making the manual work in forwarding data and filling out SalesForce fields for each request unnecessary. It also communicates with partners about the status of the requests. The client’s employees have access to information about request status, they control the situation and manage partners’ work.
Working with Office 365 guarantees quick, safe, and reliable access to data for all users, including remote and mobile ones, without the need for additional software.
Main system properties:
- Automated importing of service requests generated in SalesForce.
- Managing a general catalog of companies that have a contract for services, with their specialization and location, on a national level.
- Visually presenting of the status of request processing: the status of work for every request; the requests not accepted for work.
- Keeping track of repairs and other services, as well as managing employee load.
- Transparent system for assigning employees to specific types of work based on their region.
- Tracking work logs for each request.
- General chat for client and partner employees for discussing requests.
- Ranking contractors across regions and competencies; notifying only the partners with the appropriate competencies about new requests; assigning request work only to the partner’s employees with the appropriate competencies.
- Tracking the current competencies for executor companies as derived from the competencies of their employees.
- Managing the work of the partner’s employees by the client (time, date, contractor, result).
- Automated export of results to SalesForce after partners close a request.
- Repeat opening of a request to other subcontractors if the client is unhappy with the results of the work, with access to information about the work already done.
- Managing a general calendar of work for all engineers across all objects.
- Full support of mobile devices and smartphones.