ServiceDesk Lite 2014

This tool helps set up a service desk.

Service Desk Lite is a free and ready to use service management software. This enables you to manage service contracts/AMC and customer complaint life-cycle including complaint initiation, assignment to closure stages in a very simple manner. This tool helps you respond to customer complaints quickly and manage resolution of the same in a very timely fashion. It will help manage the related paperwork too. These documents are managed digitally; complaint registration is done very simply and assigning a complaint to a customer service representative as well as complaint closures are managed easily. Reviewing the service contracts can be done promptly in their digital form. You can track customer history, if the contract is current, etc. before attending the service call. Customers can contact you in one or more of many communication methods that include email, telephone, web, etc. You could record the essential details related to complaints such as the customer`s contact, the caller details and complaint description.

Service quality can be improved by recording complaints and determining if there are recurring issues. A service representative can be assigned right away to ensure every complaint is handled. Tracking status of open complaints helps make sure each of these has been solved, or it remains pending. You will also be able to analyze service performance. Details such as status of complaint, measures/action taken to resolve the issue can be easily tracked. A range of reports provided by the tool helps you remain on top of issues. You will be able to get a complete review of service performance, status of a contract 9if current or expired), as well as a detailed history of complaint and its status. These reports could be exported to Excel. This is a good product.

Service Desk Lite is free ready to use service management software that enables you to manage Service contracts/AMC and customer complaint life cycle from complaint initiation, assignment to closure in a very simple way.
For service oriented firms it is very essential to timely respond to customer complaints,
Usually lot of paperwork needs to be done to manage service contracts and customer complaints.
Service management is made simpler with Service Desk Lite.
Service Desk Lite is useful for service firms to systematically manage Service Contracts and track customer complaint so that it never goes, unattended.
Features
Service contracts
Easily manage service contract or AMC details.
It keeps you informed whether the customer is in Contract or the Contract has expired, before attending the service call.
Register complaint
You may receive customer complaints from various sources, such as email, telephone, web etc.
Tracking these complaints enable, you to resolve issues in time, and quickly respond to customers.
Service Desk Lite enables you to record the essential details related to complaint such as the customer contact, the caller details and complaint description.
Assign complaint to service executive
After complaint is received it is assigned to service executive.
Assigning complaint to service executives ensures every complaint is attended.
It also helps to analyze and promptly allocate complaint to the service personnel.
In Service Desk Lite complaint assignment is quiet simple.
You get the pending list of complaints that are yet to be assigned.
Complaint Closure
This is the last stage in complaint management that enables you to track the status of complaint i.e. solved or pending.
Tracking status enables you to identify the complaints that are open or not resolved and take timely actions.
You can track details such as status of complaint, action taken to resolve issue.
& more..
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