SummitDMS: Break-fix Module
Collaboration
IT hardware break-fix projects require collaboration between clients, vendors and technicians. SummitDMS enables and fosters collaboration among all these stakeholders for faster and successful project completion.
Clients, including employees and end-users, can file problem tickets directly on SummitDMS. The request first goes to the helpdesk, either at the client or the vendor location. If the helpdesk is unable to resolve the problem, it gets forwarded to the vendor who dispatches a technician to fix the problem.
The system also triggers emails to technicians in the database who meet the relevant location and skills criteria. Interested candidates can proactively contact the vendor delivery manager through SummitDMS, saving the time taken by the vendor to contact technicians. The vendor can also search for technicians in the database.
All stakeholders can view project status and take proactive action when required. SummitDMS also enables users to send messages to other users within the system.
Project Planning and Scheduling
Use SummitDMS to schedule projects as well as allocate resources from a common pool. SummitDMS not only enables you to create project plans and schedules and share them with other members of the team, you can also receive proactive alerts in case a task isn't on schedule. You can investigate and solve issues before they threaten the success of your project.
Project Tracking
SummitDMS enables all project team members to be on the same page with regard to project status and performance. You can monitor and visualize project performance against the plan. The dashboard gives each user proactive updates on project status and progress.
Dashboard and Email Notifications
Each user's dashboard shows the list of current tasks as well as messages from other members of the project.
SummitDMS also allows you to set up activities for which email notifications will be sent to project members. This enables fast resolution of issues that may threaten project success by keeping all stakeholders on top of project status and events.
Reporting
SummitDMS allows a variety of reports that can be customized to your needs. You can filter fields to view and download the reports you want. We can also help you build custom reports for your organization.
Some common reports offered on SummitDMS include:
- Project status
- Project performance against plan
- Performance of vendors/recruiters
- Comparison across projects
- Comparison across vendors/ recruiters
Knowledge Base
SummitDMS has a comprehensive knowledge base where end-users and helpdesk personnel can search for solutions to a problem. This enables easier troubleshooting and eliminates the cost of dispatching a technician except when absolutely necessary.
Search for Information and People
SummitDMS's powerful search capability allows you to search problem tickets, customer locations, project details, the knowledge base, recruiters and the database of technicians.
Time and Attendance Management
SummitDMS has an in-built timesheet management system that technicians can use to log hours spent on the project. Once the site manager approves or modifies the hours worked, the information is used for billing.
Billing and Expense Management
A unique feature of SummitDMS's Break-fix module is the comprehensive billing for hours worked and reimbursements for parts and travel. The parts purchased for a project as well as the time costs of procuring the parts can be included in the project expenses.
Asset Tracking
SummitDMS allows comprehensive tracking of assets allocated to vendors or consultants, to facilitate protection of a company's valuable assets.
