|
Automated Helpdesk Case
Study »
Globe Facilities
The
Solution
Just-Ask met with Globe Facilities in January 2002
to discuss their requirement for a helpdesk system. The main
requirements were that the system must allow for a variety
of communication options to the client and suppliers and that
it must be simple to operate and manage and be scaleable.
Just-Ask received the order in February 2002.
Requests Direct from Just-Ask allows clients to access the
Requests Direct Internet portal and log their fault directly
onto the site. The Globe operator is alerted to the fault
by the site and prompted to assign a supplier. The supplier
can be contacted via SMS text message and can then respond
to the job either via the Internet, Requests Direct WAP site
via mobile telephone/PDA or via a telephone call. At every
stage the customer is automatically updated via email or SMS
text message.
Ultimately customers can log faults and select suppliers
based on a user defined league table. This league table scoring
system is based on the performance of each supplier on their
previous assignments and takes into account the number of
jobs each supplier has managed and their average % score overall.
Feedback
|
Commenting Jamie Robertson, Managing Director, said:
"Just-Ask have interpreted our requirements exactly.
They spent a great deal of time understanding how we
need the service to operate and have delivered a solution
that meets the agreed specification and we have also
introduced several enhancements and modifications based
on feedback from users. "
"The fact that the system is Internet based allows
us to manage our clients problems using the latest technology."
Jamie was also impressed with the way the system was
accepted by Globe clients: "The feedback from our clients
has been very encouraging. The fact that they receive
updates at every stage of the process means that they
can get on with their work rather than chasing us or
our suppliers for progress reports."
"Globe's service is dependant upon the quality of its
suppliers and the assessment feature allows our clients
to tell us about the service they receive so that we
can act quickly if problems arise."
"Just-Ask work in partnership with us and together
we have created a powerful customer relationship management
tool that has helped us to grow our business by adopting
a unique proactive approach to facilities management."
|
About Globe Facilities
The Requests Direct concept was created in response
to the growing frustration with traditional reactive help
desk support in the managed property sector. Jamie Robertson:
"Clients no longer want to chase suppliers and hassle contractors
and requests direct provides a consistent level of communication
with clients through the automated update feature that ensures
an email or text message is delivered each time action is
taken on the fault. Globe creates partnerships with a variety
of suppliers and ensures that each supplier has the appropriate
skill levels and certifications for their trade and maintains
a watchful eye on the service delivery so that when a client
selects a Globe supplier they can be certain that they have
reached the high standards that Globe demands."
Jamie Robertson: "We aim to provide vetted, high quality
suppliers and maintain a policy of continuous feedback with
our clients. We simply couldn't achieve this without Requests
Direct from Just-Ask."
|
Who
we are
