FUNCTIONALITIES VORTEX HT WORKFLOW PROCEDURE HT
The customer creates a new support request either from the Web Portal or by sending a simple email.
Each request creates a "ticket", a case, which is allocated to an operator for further arrangements. The customer receives an automatic email reply.
The ticket is allocated to the most suitable operator for futher processing.
The problem is solved remotely, the operator logs his actions into the system and closes the ticket.
Should the problem requires a technician to visit the customer, the standard workorder assignment procedure from Vortex FSM is executed.
The customer can monitor online at all times the progress and the process of resolving the ticket.
By closing the ticket, the customer evaluates the quality of service and the response time for the problem encountered.
Customer Reviews
VORTEX SOFTWARE is a powerful tool that facilitates with the most effective way our company's day-to-day operations and enables the provision of high-quality services to our customers.
Monitoring the daily and periodic tasks of our frontline staff is immediate and efficient.
VORTEX SOFTWARE serves as the operations centre for the day-to-day running of our Back Office. It has enabled us to increase the performance of our Technical Department and to gain time on communications which are now carried out automatically
We installed VORTEX SOFTWARE in September 2018 and since then we have strengthened our image in the eyes of our customers while increasing the performance of our Back Office exponentially.
We are very satisfied with our collaboration with VORTEX SOFTWARE. These professionals are right behind us at every step of the way.
Thanks to VORTEX SOFTWARE we have gained new customers and enhanced our image with existing ones. It gives us a clear picture of our communication with each and every client, it allows us to keep track of every project and quote, as well as to identify new opportunities both for us and for our customers
VORTEX SOFTWARE has allowed us to significantly enhance our image with customers by enabling the automatic and electronic delivery of the Technician Visit Form which includes all the actions taken, the pictures of the machines, the services delivered as well as a signature indicating that the job has been completed successfully.
VORTEX SOFTWARE has allowed us to significantly enhance our image with customers by enabling the automatic and electronic delivery of the Technician Visit Form which includes all the actions taken, the pictures of the machines, the services delivered as well as a signature indicating that the job has been completed successfully.
We have been working with VORTEX SOFTWARE for several years now and we are completely satisfied. I highly recommend it for any business that wishes to achieve organisational coherence and ensure the computerisation of processes.
