 |
| home > what we do > solutions by functions > information management > sts |
SMART TRACKING SYSTEM (STS) Smart Tracking System helps Service Delivery Organizations in achieving “Service Level Excellence” with both internal and external customers by meeting or exceeding the established “Service Level Agreements”
STS is a powerful, intuitive and easy-to-use web-based collaborative system which is rich in functionalities to track and manage business issues. STS gathers and tracks projects, bugs, issues and automatically manage them through to resolution.
STS enables configuration of issue types and workflow giving the flexibility to mold the system to suit businesses from software development, manufacturing, to help desk
Managers can obtain status reports of the projects by specific filter criteria such as Employee, Project Code, Client, Product, Date and Priorities
core components
Core components of STS are Issue Tracking, Work Flow Management and Effort Tracking
|
| Issue Tracking module is a comprehensive tool for managing internal help desk issues, tracking product defects and bugs, and managing customer support requests.
The Issue Tracking module streamlines and automates your issue management process providing the best service to your customer ensuring that your company remains “ahead”
|
Key Functionalities
- Information Insight - Track relevant information that is critical for you to manage till resolution
- Track Anything- Track customer complaints related to Bugs, Defects, Issues, Change and Enhancement requests. Manage internal product development requests
- Visibility- Visibility on what is assigned to a particular resource or group of resources and what is on common pool
- Prioritize- Prioritize based on customer, product, severity of the issue
- Resolution - Collaborate with your customer and internal resources to reach resolution efficiently
- Control - Manage multiple customers and issues in its own flow and Personalized user home page based on user credentials
|
|
| STS can be used by all team members to coordinate their work and make sure that issues get resolved in a timely and efficient manner |
|
Key Functionalities
- Design - Configure and automate work flow that best suits your business
- Measure - Track, validate and measure the effectiveness of your support processes
- Smart Resourcing - Effectively combine similar resource types within the support for efficiency
- Channelize - Define time based alerts, escalation paths and rule based system and or email alerts both internally and externally the concerned
- Accountability - Increased accountability due to history and audit trail function
- Knowledge Base - Create knowledge base forum for both internal and external customers
|
|
| Effort Tracking module of STS gives you the flexibility to measure and manage internal resources assigned to a particular project or task
|
|
Key Functionalities
- Define Process - Set right SLOs by means of support process in the system to meet or exceed SLAs
- Measure - Measure and manage internal resource efforts by Employee, Product, Customer, Project, etc. for any time period
- Resource Management - Empowers managers with quick decision making to realign the resources
- Resource Validation - Provides a means of validating your existing resource efforts to the output
- Planning - Plan help desk resources inline with organizational growth
- Foresight - Provides great foresight in to what is working and what is not, so as to bring about changes
|
|
Business Value to the Customer
- Easy Access – 24/7 - Report issues through Telephone, Email & WEB Access
- Visibility - Visibility on issues and resolution status, sets the right expectation
- Responsibility - Ability to update open issues with supporting details or documents
- Co-operation - Interactive way of support request notification, allows customer to co-operate with support team in resolving problems and or developing new features using the web interface
- Time to Resolution - Improved responsiveness - 24 hours a day, 7 days a week with the self service web access
Business Value to the Help Desk
- Process-Automation - Streamlines and automates your issue management process providing the best service to your customer
- Collaboration - Enables all team members to collaboratively work and follow-up a predefined work flow process to ensure issues are resolved in a timely and efficient manner
- Workflow Management - Ability to auto assign, prioritize and escalate issues as appropriate based on function, product, priority as defined
- Smart Resourcing - Effectively combine similar resource types within the support for efficiency
- Visibility - Obtain status reports of the projects by specific filter criteria such as Engineer, Project Code, Client, Product, Date and Priorities
- Self-service Model - Reduced cost and improved productivity by allowing your customers to report problems directly via the web and email, and obtain solutions from the knowledge base
Business Value to the Management
- Deep Dive - Allows organizations to define and measure Service Level Objective (SLO) by means of process in achieving the agreed SLAs
- Visibility - Gives the ability to Track Efforts based on function, product, customer or any metric that is of critical importance to the business
- Measure - Gives the power to track and measure internal resource efforts and means to meet or exceed SLAs with customers (Customer Satisfaction)
- Manageability - Efficient way to define and manage the workflow&Manage internal resources assigned to a particular project or task
- Advanced Reporting - Managers can obtain status reports of the projects by specific filter criteria such as Employee, Project Code, Client, Product, Date and Priorities
- ROI - Brings efficiency in internal resource allocation and management resulting in high ROI on help desk resources
|
|
|
|
|
|
|