The Security:DW is a Data Warehousing solution designed for security industry. It will take the information need specific to this industry into consideration. The integration aims at consolidating business data of various formats such as tables, scanned pdf, project diagrams, to name a few, into central store and have them at fingertips of operation and management.

The solution is planned to released by the end of 2008.

Overview:

Have you ever happened to be writing an e-mail reply to a customer inquiry and by the time you have hit send button, another member of your team has already dealt with the problem? It happens all the time because generic email system is not intended to operate in a more teamwork mode. Security:Helpdesk allows system integrators, installers, distributors and so on to log and track customer calls more effectively. This makes the whole helpdesk process slicker. It make sure all essential information required for follow-up will be collected in the most professional manner and support calls are logged without being un-attended.


Efficient Model for Helpdesk Workflow

An efficient model of customer support makes the service effective.




Benefit:

* Detailed customer information including warranty, terms and conditions, supporting scope and system installed just at the fingertips of call center staff for immediately preliminary assessment.
* Reduced the workload on people resource by online ticket submission.
* Co-ordinate the actions among several department on a centralized platform.
* Increasing the transparency of outstanding cases and increase customer satisfaction.
* Knowledge Base for sharing and standardizing the dialogues between provider and customers, improve the professionalism in front of customers.
* Performance reports can be generated for management inspection.

Features:

* Customer online ticket submission.
* Customer database for easy tracking of customer details like contact info or service options.
* Enquiry on the progress of outstanding tickets.
* Warranty, system and project detail database.
* Document store for project files such as floor plan, security solution design plan, and maintenance contract signed.
* File attachments. A file of any type may be added to any message.
* Assignment of in-charge technician.
* Unique calendar view of people resource allocation.
* On-the-fly booking of technician and immediate confirmation to customers.
* Automatic email alert on long-delay cases.
* Grouping.
* Knowledge base of supported case for internal sharing.
* Dynamic FAQ Entries Share knowledge at a speed of light. The very moment a problem is solved, the solution may be published in a searchable knowledge database. Do not waste your time answering the same questions again and again. Do not force your customers to waste their time asking questions answered before.
* Management reporting for service performance including response time, waiting time, etc.
* Optional integrating to inventory database for spare parts and material management.
* Bulletin board style communications. Each trouble ticket may consist of unlimited number of messages. Simplified markup tags allow to control text appearance (bold, italic, underline, code) and to insert html links and images. Any message may be marked as hidden to facilitate internal communications and notes.
* Dashboard - home page for your customer service site. An ideal place for your announcements, quick links and personalized information. Highly customizable template with support for simple macro language allows serving dynamic content based on customer account information.

Most installers and integrators in security industry keep a large amount of both textual and non-textual documents of projects. Most of the time, all of these documents are not unable to keep in an organized structure. The situation is even worse when the business has been running for many years. It requires a lot of time for supporting or sales people to identify the documents in need, result is risking the delaying response to customer enquiries so as to reduce the customer satisfaction.

Secuirty:DMS will use versatile ETL tools plus powerful searching engine, enable to most cost-effective conversion of all business documents to searchable formats with minimum human interaction and budget.

Security:DMS is actively under developed and tentatively to be released in September 2008.