The processes involved in a Service Call is a headache for customers – Printabz Has changed that with innovations so that the Entire Service Management Process becomes Easier, Simpler & Better.
Printabz has ONSITE & OFFSITE Service Modules that supports ITIL processes for :-
It is built on the similar lines as IBM Tivoli Service Request Manager.
Currently the process of Problem resolution can create Confusion and is Time Consuming. The Client Device In-charge will have to call Vendor and Request for Service. Upon recieving the call Vendor team will have to Open a Service Ticket. In Most Cases the Client's IT person will not give Correct Details or the Error Description of Faulty Print Device. If there are many machines at the location, then this incorrect information will add to Vendor Service teams endeavour to FIRST Locate the Faulty device then proceed to Rectify it.
Service Scenario after Printabz
We at Avenir are Proud-to-Proclaim that we are the only solution that has an ONSITE Incident Management & Problem Management module that is instrumental in assisting the Clients’ IT Helpdesk in resolving minor Incidents ‘n’ Problems at the site itself without waiting for Vendor's intervention.
The Printabz PAL installed at client site will build a local database and present all devices on a Dashboard. The dashboard will show the ‘Status’ of the devices. The Status color will change when Any Device goes into Alert State.
It has the World’s 1st Alerts Skill Levels - a Unique and Important Feature - designed Primarily to help IT & Purchase Administrators resolve Printer Issues Faster. ( Printabz displays Skill Needed :- Untrained ) by resolving Simple / Minor issues by themselves.
For Example : If a printer Door is Open an alert POP- UP will show message.The IT Support Personnel can call the person on the extension mentioned in Printabz Dashboard and instruct that person to close the Print Device Door.
In case ( Printabz presents Alert Level as Skilled Service ), is needed Adminstrators can describe the exact issue to service providers for quicker response and Generate a Service Request by logging in to the clients side of Printabz.
Printabz will then Open a Service Ticket for the Problematic Printer and send email acknowledgement to Client and Vendor along with Device Relevant Details.
Vendor IT Team will check Printabz Error / Alert Logs of the reported device. The logs will be tracking of the total functionality of the device including media / tray settings. On the basis of Device logs the Vendor will either call Client and guide resolution OR dispatch appropriate Service technician with spares needed to rectify issues Reported in PRINTABZ DEVICE LOGS.Printabz maintains an database of the Reported Devices’ Total Activity inclusive of Error Log and an Alert Log that can go into selectable levels, right to the extent of Media Out and TRAY operations.
After the Issue is Resolved and Print Device is working fine Vendor Staff will confirm Resolution and Close the Ticket. Printabz will update / close the ticket and create a Service History for future reference.
Printabz functions as the single point of contact for your end users. It can receive and record all service requests, as well as communicate updates.
For Further Details, Do write to us at firstname.lastname@example.org