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Internet Enabled
Greentree is enabled for Internet deployment, out of the box, using its thin client technology. This allows remote
offices or travelling executives to obtain secure access to the complete functionality of Greentree via an Internet
Service Provider.
Manage Your Help Desk More Effectively
The Customer Support suite manages the typical functions of a customer support "help desk" with call tracking
problem analysis and resolution timeframes. Incoming calls can be easily reassigned to the appropriate person or team
and tracked through to completion. Follow-up calls or actions required can also be monitored ensuring all
outstanding customer issues are effectively resolved.
Escalating Customer Support Calls to Field Service Requests
The Field Service capability extends the Customer Support function by allowing calls to be escalated to a field
service team via the creation of "service requests." These requests can then be assigned to a service person or team for
action, while being monitored as part of the original call. Optional integration to the Greentree Job Cost and
Inventory modules is also provided for those rganisations requiring detailed tracking and analysis of costs.
Providing Rapid Answers
Help desk staff are able to work primarily from a single, highly functional screen within Greentree - with instant access
to libraries of information. This makes staff more effective in their role, with calls answered and completed
efficiently. Staff can also record follow-up actions or additional calls that may be required, send emails or other
communications, enter timesheet and disbursement details or escalate the call to a service request if a site visit or other
action is required.
Service Levels Agreements
If required, service levels can also be agreed and implemented as part of the Contract Management process.This allows
the response and resolution times to be defined, and then tracked against each support call received. Flexible calendars
can be created, to allow for public holidays and non-working days, and service level monitoring can correctly account
for non-service time periods.
Contracts
The Contracts module allows specific customer support or
maintenance contracts to be defined and managed. This
includes the products they cover, the contract period and
the cost per contract period. Parent/Child contracts are
supported for more complex organisations with either
multiple contracts or multiple sites.
Flexible Contract Types
A maintenance contract can cover a specific "class" of asset,
a defined customer location, or individually specified items.
Multiple contracts can be defined for each customer, if
required, and contracts can be easily renewed and
invoices created.
Secure Data Access
A number of security levels and options are available across Greentree that provide extensive control over access to
information via user and team profiles. This ensures individual staff members are permitted to access, view and edit
only the information relevant to their work focus.
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