Bespoke Help Desk Solutions
We aim to tailor Case Centre Pro to use the language in your business as well as being able to change the way that the software works based on input choices from your users.
This is quite easy to do as we have considered this when building Case Centre Pro from the outset. There is a range of changes we can make to enable it easy for you.
Lexicon
Do you call a client a customer? Or perhaps a patient? No problem. Inside Case Centre Pro, there is a built in Lexicon, so, for example, changing “Client” to “Customer” will change every screen immediately for you, and all buttons saying “Client” will now be “Customer” for all users to click.
Statuses
If you consider your business, and specifically the workflow of a task from beginning to end, a new task case, could for example start with “New” status, then move on to “Awaiting Quotation”, or “Engineer Visit” etc. When a status changes, you can have Case Centre Pro perform some action. This action we call a “macro” as it can be a number of actions grouped together. (See Macros lower down).
Priorities
Similar to statuses, you can have a macro perform a different instruction if it is urgent. For example, SMS text someone within your business to alert them to the raised priority. We have a wealth of standard macros built into the software that we can configure for you at no extra charge.
Macros
These are actions or instructions. Based on what was selected or clicked, the user initiates the action to be performed. Multiple actions can be carried out building up a powerful bespoke system. You can have unlimited macro instructions. For example, if you choose to “Close” the task case, then additionally, the case will be closed in the database, and maybe an email to the clients end user, and perhaps an invoice be raised and sent elsewhere. There are lots of standard macros within Case Centre Pro to configure your system to help simplify the running of your IT support business.
Bespoke Macros
If we do not have a standard included macro, we will write one for you at no extra charge. This new development may take a few weeks to deliver, but, we will work with you closely during the development phase to enable this to be integrated closely to your exact requirements. Please note: we retain the rights to any bespoke software we write for you.
Bespoke Screens And Additional Data
Should we need to create a new screen bespoke for your business, we can do so. Typically, this bespoke screen will be called upon a status or priority change by a macro, and will perform some action or provide some additionally captured data. We can store this with the database. As Case Centre Pro is modular, it is relatively trivial for us to do.
