PM Ora Software, Proudly South African company PM Tech Holdings` monitoring and management software division has introduced Enterprise Advantage, a tracking system that allows companies to centrally manage incoming service requests in real-time.
Launched at the recent South African Oracle User Group (SAOUG) conference held at Sun City, Enterprise Advantage has been specifically developed for those companies` whose competitive advantage depends on quick response to service requests.
Explains Cornel van Lingen, product manager at PM Ora Software: "One of the key features of Enterprise Advantage is that it offers support staff a user-friendly tracking system for logging incoming service requests via the Web.
"Also, a knowledge-base engine is integrated into the system, which proactively resolves repeat-occurrences of problems."
Essentially, Enterprise Advantage can be preloaded with your company`s common procedures instruction documents. These documents can be searched when a service is logged and solutions are then ranked and listed.
In addition, as service requests are resolved, they can be converted into knowledge-based documents.
Enterprise Advantage also features an Installed Systems Module, which provides service and support personnel with information on what equipment, hardware and software is installed at a specific client.
"This module, for example, tracks, monitors and provides historical data and fault reporting for all installed systems. Sub-components can also be moved between systems without losing their memory," he says.
Other Enterprise Advantage benefits include:
. Tracking of all communication between organisations and their customers for service auditing;
. Online support;
. Reduction of unbilled hours; and
. The reduction of staff overheads by solving basic problems automatically. Lastly, Enterprise Advantage can be configured with companies` SLAs (service level agreements), thus improving response times as it will notify staff if a relevant SLA is coming up.
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