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Quality Customer Service
In most companies, the user is in effect a client of the
IT department. A demanding and informed client.
The IT teams, who are expected to provide high-quality service,
are being asked to take on new responsibilities:
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knowing both users and hardware configurations in order
to anticipate problems,
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handling a wider range of requests not limited to simply resolving problems,
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handling requests more rapidly and more thoroughly
WinLine is completely integrated with the other modules of the
Actima line, and has the same analysis
features as well as many automated features to improve
the efficiency and reaction capacity of the user help department.
Its settings can be adapted to suit your specific needs.
Actima's user-friendliness will win over your support team.
List of features - WINLINE
- Reception of requests by Internet, Intranet, in-house mail, voice
mail.
- Interface with the main mail programs (MS Mail, Exchange,
Notes, CC :Mail).
- Integrated inter-station mail.
- Automatic retrieval of computer resource data with the possibility
of immediate or deferred updating
- Management of service commitment contracts and their sphere
of application
- Management of stocks, equipment loans, movements.
- Hierarchical and graphic view of hardware, problem subjects,
premises and entities
- Sending of reception confirmations to users.
- Automatic generation of action plans.
- Climbing system with sending of alert messages.
- Management of staff availability.
- Management of staff skills.
- Staff assignments.
- Management of teams, calendars and working hours.
- SNMP Agent for remote diagnosis of equipment.
- Analysis of the impact of an incident with generation of standard
message to users.
- DATABASE of internal knowledge for remote consultation.
- Contextual search for solutions in the knowledge DATABASE by
key word.
- Consultation and importing of external knowledge databases.
- Request history by user and by equipment.
- Management of user's training programs.
- Management of access and domains by profile or geographic
zone.
- Use of customizable filters.
- Possibility of user monitoring of progress in request handling.
- Possibility of standard exchange of equipment with conservation
of active links (users, peripherals...).
- Calculation of time spent.
- Calculation of work costs.
- Printing of statistics and reports in the form of lists, graphics or
RTF format files.
- Personalized management charts with updating in real time.
With WebActima
- Remote consultation of knowledge database
- Remote recording of work requests
- Monitoring of work requests being processed
- Remote entries of work
- Consultation of management charts and statistical reports
With Actima Designer
- Creation of new screens.
- Modification of the structure of existing fields
- Adding additional fields in the tables
- Dynamic link with external tables.
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