Alternative Methods to Initiate Work Orders: Call Center

Did you know there are alternative methods to initiate work orders?

Last week, we kicked off a series on alternative methods to initiate a work order. The first one we discussed was case management. If you missed it, check it out on the content page at www.tech-wheelhouse.com to learn more.

Today, we’re going to talk through method 2:

Call Center

Call Center allows logging of Service Requests by anyone in your organization, provided they have access to the Call Center portal and/or the Rapid Request mobile app – no EAM user account or knowledge of EAM equipment codes needed!

Note – the Call Center Portal & Rapid Request Mobile App are part of a licensed module that must be purchased from Hexagon.

Examples:

An employee from the sales department reports that there is a leaking sink.

A student at a university campus reports a broken bench.

Key features:

Call Center Portal & Rapid Request Mobile App: Allows non-EAM users to log Service Requests on the go.

Access may be granted via personal Contact ID or under an optional Guest profile.

Service Codes & Categories: Create a matrix of service codes & categories that ensures requestors select work classifications that are relevant to your organization.

Contact Information: Keep track of requestor information such as email address, phone #, address, and role.

Document Attachments: Attach supporting files or photos.

Knowledge Base: Ties into EAM’s knowledge base functionality for easy reference of past/similar work.

Depending on the nature of the service requested, it may lead to the creation of a Work Order for follow-up actions:

Stay tuned for next week’s post to learn about the third method.

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