Affix’s Helpdesk provides a solid support to our clients. The Helpdesk can be contacted 24 hours a day, 365 days a year enabling our clients to contact us or access information whenever they need to.
Our Helpdesk utilises Concept Evolution as the Computer Aided Facilities Management (CAFM) platform. Concept Evolution provides many benefits such as real time data on the status of all requests, provides follow up prompts, web access and real time performance enabling efficient management and processing of requests.
Affix’s award winning innovative technology extends our services by providing a unique online portal where customers can purchase packages, raise requests, track and get instant updates on their requests anywhere in the world at anytime.
Affix’s can provide complete technological infrastructure including the routing of the client’s telephone number to be answered as if by the client themselves through to reporting software.
Affix’s has a fully staffed 24 hour Helpdesk ready to dispatch services that are required immediately, easily tailored to client needs with cost effective solutions.
All incoming communications (phone, fax, email & online portal requests) from clients are managed from the start to finish. The following are key capabilities of the Helpdesk:
- Logging & Monitoring
- Unique Reference Numbers
- Online Portal Monitoring
- Statistical Data
- Accurate Maintenance Budget
- Asset Management & Fault Reports
- Detailed Reporting
- Effectively managing preventative maintenance calendars ensuring SLA agreements and KPIs are met
- Planned and preventative maintenance schedule tailored for critical assets to establish pre-determined response in case of failure for reactive works
- Reports and Data Analysis are provided to enable critical business decision making
- Utilisation of FSI with years of experience as a standard for all Clients with reports that capture vital information
- Real Time Peformance Monitoring of KPIs and SLA leading to proactive and reactive performance
- Call performance with detailed call volume and analysis
- Enabling of Electronic Transaction through Online Portal Management
- Financial Performance Reports with planned versus spend actual expenditure