Customer Helpdesk: kelros.support
As the Helpdesk component of Service Centre bundle, kelros.support provides a set of tools to automate the Query and Call management activities of an organisation. It tracks the path from call report to call resolution by leveraging the workflow, replication and the mailing capabilities of Lotus Notes and Domino.
kelros.support improves the quality of your customer service and support by recording incoming enquiries then processing and, where necessary, escalating the response. Your Help Desk staff can store all the information they collect over time in a full-text search knowledge database. This allows you to deal with identical or similar problems more quickly and to spot long term problems and again make the appropriate escalation. You can answer customer enquiries from anywhere and anytime since enquiries from specific groups or individual customers can reach you via an intranet or the Internet. Key features provided by Help Desk include:
- Fault log repository - record all the information about the support call with look-ups to users, resources and service level agreement time frames.
- End Users can create and track their requests through a web browser.
- Completion date/time tracking - based on your companies holiday and working hours profile, the completion date is calculated in working hours from the time the call is logged based on the severity level chosen for the request.
- All activity relating to the request can be logged and stored and is tracked against the completion due date and time.
- Ability to escalate problems - requests can be escalated and eMail notification sent to the person the request has been escalated to.
- User register - record information about all the users able to call the support desk for easy and quick retrieval against the request. This information can be retrieved directly from kelros.sales if the support desk supports external customers.
- Resource register - this is an asset register of equipment that is supported by the Helpdesk and can be used to record equipment that is linked together physically as well as being allocated to users.
- Knowledge Base repository - this is a store for technical notes and tips to assist the support desk operators to resolve common problems quicker. It is possible to create direct Doclinks to calls to save time in compiling these technical documents. Several different views allow easy retrieval of this information which combined with Full Text Searching provides a powerful way to locate technical information.
- Repository of statistical and historical information: kelros.support provides historical and statistical information for analysis and pre-empting errors. Based on the information, advanced reports can be generated and defects at any level can be identified and corrected. The report also allows managers to monitor the performance of Helpdesk operations and offers an insight into the user's needs and expectations.
- Integrated with SMS servers (requires additional software) to deliver time critical messages.
Sales & Contact Management: kelros.sales
As the sales force automation component of CRM bundle, kelros.sales helps mid-market businesses build profitable customer relationships. Integrated Sales modules enable employees to share information to improve sales success and deliver consistent, efficient customer service.
This module allows you to control all leads, names, addresses and other sales information your organisation requires from one location. Your sales professionals can create and track correspondence, record documents and conversations, and make assignments to individuals with the user friendly interface provided navigators, simplifying contact management and easing the entire sales process.
Kelros CRM modules also include reporting for accurate forecasting and measurement of business activity and employee performance. Built using Lotus/Domino technology, kelros.sales is easy to deploy, customise, and use, accessible from the Lotus Notes clients and the Web, integrates with other business applications and scales as your business grows.
The software also acts as a central repository of all current marketing literature, which ensures that your sales force always has the most up-to-date materials and reference documents. Key functionality includes:
- Complete customer view: View and manage customer account activity and history, including: contact information, communications, open quotes, credit limits and complaints.
- Lead routing and management: Track information on prospective customers, then qualify and assign inquiries. Leads can be routed to the salespeople or teams.
- Opportunity management: Convert qualified leads easily to opportunities without data re-entry and then track opportunities throughout the sales cycle.
- Sales process management: Initiate, track, and close sales consistently and efficiently with workflow rules that automate stages in the selling process.
- Order management: Using the Kelros' order logging module, kelros.sales order, create and convert quotes to orders, then modify and save orders until they are ready to be submitted.
- Reports: View, sort, and filter a wide range of reports to identify trends, measure and forecast sales activity, track sales processes, and evaluate business performance.
- Competitor tracking: Maintain detailed information on competitors and associate that information with opportunities and sales literature.
- Contract Register/Repository - store for all contracts for customers and can include outlines of the contract or can hold a full scanned image of the final legal contract.
- Marketing Lead Source Analysis - the ability to track where new customer companies are generated from as well as the ability to track every individual sales lead's source to ensure that marketing spend is being correctly and effectively positioned.
- Correspondence and mail merge: Use customisable contents to create and send correspondence to targeted prospects and customers.
- Instant Messaging (Sametime) Integration: plug ins allow the use of Lotus Instant Messaging to communicate on-line with colleagues and customers.
- ERP Integration: Kelros CRM integrates easily with back-end systems such as SAP, JD Edwards using a variety of IBM middleware tools
Asset Registry: kelros.asset
As the asset management and tracking component of Service Centre bundle, this module stores all of the usual equipment tracking data and allows you to schedule and track calibration events, specify the parameters that must be checked/calibrated each time, and perform gauge reliability and reproducibility studies, as well as manage maintenance budgets. You can also log the location of equipment, thus allowing you to keep track of movements. Define the values of your organisation equipment and kelros.asset calculates the book value using standard depreciation methods. kelros.asset allows you to view logged information such as:
- Asset Information - this application provides a repository for storing information about assets in the organisation including asset number, identification numbers and description/type of asset
- Purchase Details - record the purchase date, value and supplier
- Disposal Details - record the date disposed, who to and disposal value received
- Maintenance Details - record the maintenance supplier, type of maintenance and expiry date
- Automatic eMail notification of about to expire maintenance contracts
- Calculate monthly and cumulative straight line depreciation (based on the number of months the asset is depreciated over)
- ERP Integration: kelros.asset integrates easily with back-end systems such as SAP, JD Edwards using a variety of IBM middleware tools
- Optional Barcode scanner integration allowing for automatic check in/out of assets.
Incident Tracking: kelros.complaint
As the complaint tracking and management component of Kelros' CRM bundle, kelros.complaint is a fully functional customer feedback tracking application. The key features of the application are:
- Log Complaints, Returns, Recalls, Praises
- Using a workflow profile document for each type of form allows the workflow approval route to be fully automated, defined at the form creation time or a mixture of both
- Alert staff via eMail even if they are not part of the approval workflow
- Contact Management - a record of all communications and activities with each contact to track sales progress
- Track Progress of Corrective Action - all information regarding contact with the person raising the feedback is recorded for monitoring plus all financial implications (credits) can be recorded.
- Overall close out - after approval and all corrective action has been taken close the feedback ready for statistical analysis
- User Definable Fields - there are also 6 user definable fields that can be set using the Customiser Database on the feedback form.
- Integrated with SMS servers (requires additional software) to deliver time critical messages
Customer Project Management and Helpdesk Escalation: kelros.project
kelros.project is a project management software solution that returns maximum results from your employees' time and efforts by streamlining your company's project workflow. The solution provides tools for organisational and individual customer project planning, scheduling, team management, access to current status reports, and more.
The time sheet element of this solution streamlines the entire time reporting process by recording and tracking hours worked by employees on a weekly or daily basis from any Notes client or a browser interface, whether in the office or out in the field. The key features of the application are:
- Project Repository - fully integrated with kelros.sales and kelros.support.
- Activity Management fully integrated with Calendaring & Scheduling - including the ability to generate scheduled activities for events & actions.
- Ability to schedule individual days or multiple days for a person against a specific project plus the facility to see already booked time iconically or as a number of days view. Notes agents allow the bulk changes of information relating to a specific project.
- Ability to plan individual people on a monthly/task/man day basis - against each project, each resources time plan can be entered on a man day basis by calendar month. It is also possible to record the plan at the task level, if appropriate.
- Time sheet recording - the resources, or project administrator, can then enter individual time sheets against the plan at the project/task/day level recording the hours worked and any relevant comments
- Individual Cost Rates and working days - each resource is entered into the system with a default working day and cost rate. This cost rate can be overwritten on any plan (at the overall project or individual task level). These costs are then retrieved during time sheet entry.
- Analysis of projects by both Time and Cost - each plan is costed after the time plan estimates are entered and then actual progress can be monitored against the plans in terms of either man days or estimated costs. Under target results are positive and over target results are negative making it very easy to identify projects that are slipping or over running.
- Analysis can be by customer, project, year or resource and there are views designed specifically to help resources monitor their own efforts against the plans.
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