Call classification and triage grading

Nickleby provides bespoke and flexible systems that enforce your business rules and control the decision making throughout the lifecycle of a maintenance job. 

Nickleby's Emergense helpdesk is a flexible and robust system that uses automated workflows and processes to ensure that SLA's and contracted rates are enforced, from initial callout to final payment.

The rules themselves can be as simple or as complicated as you wish, e.g. allowing for a complex decision matrix for authorisation of quoted works or parts purchasing.

A simple to understand, menu-driven allocation and prompt system helps to ensure that calls are logged in a consistent, accurate and timely manner. As there is only one system, it also means that we can easily generate standard reports and accruals files.

And while head office retains visibility and control over budgets, end-users benefit from nationally negotiated Service Level Agreements (SLAs) that help maintain brand and maintenance values nationwide.

Call us now to enforce your quality of service standards better.

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