Novanis Customer Service Tracking System (CSTS)

Novanis has deployed a Web-enabled service tracking system to automate the services processes:

(1) CSTS provides a user-friendly interface via the Internet and accepts on-line input, thus enabling the dispatcher and engineers to access and instantly update service call status, remotely from anywhere. This automated system will also be able to record "response time" and "restore time" accurately.

(2) The System maintains multiple levels of security to control access by different users - help desk, dispatchers, engineers/technicians, managers, administrators and customers. It is capable of tracking different types of service orders, from per call to projects, from warranty to maintenance contracts. It works in conjunction with our Integrated Logistics System (ILS) to handle parts inventory, ordering, receiving and billing issues.

(3) The system also maintains a large database, which encompasses all the information required to support and facilitate service delivery. Included is a customer database containing basic contact information, as well as systems and service history. A separate engineer database contains skill sets of our technical staff as well as their experience, service region and workload. The service history database is organized in a structured manner so it can effectively search all the troubleshooting records of the same system. It also allows for referencing of similar problems and resolutions, to quicken the troubleshooting process.

This service tracking system is also capable of maintaining a record for each piece of equipment serviced for as long as desired (the record may be archived after a certain number of years.

(4) The System is also equipped with sophisticated query functions. Access and queries can be made through the service help desk or remotely. Customers can electronically open a trouble ticket, post subsequent updates, review the status of it as well as printing queries at any time.

(5) Novanis can notify the customer (via telephone) within 30 minutes of a unique tracking number being assigned that they are in receipt of the request for support and are working on it, while CSTS has the function of sending e-mails automatically to the customers upon receipts of their service requests submitted online. Also, during the time in which communication via the WWW is inoperable Novanis must be able to communicate telephonically.

In addition, we have a plan to continue development of our on-line systems. The second release of our service tracking system is currently being developed. This new revision will allow a more intelligent dispatching system as well as a sophisticated knowledge base.

Sample screen shots of the system: