Hi All

 

I run an IT Support & Solutions company in the UK.  We have around 200+ SME/SMB Customers with MS Networks that we support, maintain and monitor.    Our clients have end users who call us for support, I have a team of 12 muti-disciplined staff who take calls, provide telephone, remote and on site support.

We have day to day operational duties such as looking after the client servers, updating them, visiting sites for PC related support tasks which could be as simple as installing a new printer or fixing a PC from a fault that cannot be completed remotely.

 

We sell these clients products such as antivirus security software which require renewal on an annual basis, hosted data backup soluutions that also have a recurring annual cycle.

 

I can see that Supportcentre plus can be used to manage my support requests for the different clients however I have some questions.

 

1. How would I take a booking from a client for an eingeer visit and how would this be entered into the system?

2. How would I deal with say an Antivirus Suite for Client A and making sure we are advised of its renewal through the system ?

3. We operate for each client a monthly or annual retainer fee for what we class as "IT Support".  All calls from the client for remote or telephone support are not specifically charged for; our engineers take the call and then resolve the problem.

4. If however a visit is requred, the client provides the authorisation and we despatch an engineer.

5. He comes back completing the task and we bill it.

 

Could this implemented in SupportCenter Plus and How ? Anybody got any specific examples/samples?

 

D