Brown Security Solutions is a start-up company providing maintenance to all equipment found within a Bank. Paul Brown, the owner, wanted to provide excellent customer service, providing accurate status details and reporting information. He also wanted the ability as a Manager to track a service call or project through it's response cycle, as well as have all staff and client discussions in one central location.
COMAND Solutions created a new website for Brown Security Solutions to market the business including a client portal (extranet) to manage service calls. The extranet allows clients to log in and submit service calls. After a call is submitted, the client can track the status of the service call and send additional information to Brown Security Solutions via the trouble ticket. Customers can also view their equipment inventory catalog, including pictures and invoices.
On the Brown Security Solutions side of the operations (intranet), there are multiple roles and views. The dispatcher logs in to view a submitted service call and assigns it to a technician with due date. The dispatcher can also enter a new service call if a client phones in their request.
The technician logs in and sees the request. They can enter time at each job site, as well as travel time and any materials they use while on the job. Images and comments can be uploaded for managers to view.
Project and Service Managers can log in and see the status of projects, as well as share comments from the technician with the client, or communicate with the client or technician themselves. Clients and Managers have available a variety of reports including Response Time and Call Status reports that can be filtered by equipment, or client.