In order to perfectly document incidents and interventions, you can define precisely in HELPSITES the sites, places, types of equipment, equipments, until the latter serial numbers. You can also insert all useful documents, plans, photos, procedures.
It is the same about the contacts (occupants, customers, internal or external service providers, managers, administrators,…).
The access management allows you to manage the features and sites that are open to them.
All these information can be exported from your Excel lists or be extracted from your systems via the existing API.
They may also come from the application AproPLAN and CHECKLISTS.
HELPSITES manages all communication between you and the stakeholders in a way that everyone has real-time information about the status of incidents and interventions.
This communication is ensured as follows:
Incidents can be communicated in various ways:
As soon as an incident is created, HELPSITES proposes to send an acknowledgement of receipt to the requirant so as to confirm that the problem is taken over.
The system allows you to make comments or ask questions to the requirant who receives them by e-mail and in his web portal.
Informations attached to the creation of an incident may be supplemented by the helpdesk.
From the creation of an incident, it is easy to require an intervention from a provider (internal or external). There may be several interventions related to one single incident. Related incidents can be combined (e.g. If an incident is reported several times).
Depending on the type of problem, HELPSITES will propose a list of choice of suitable providers (favorites, potential, contractual) dedicated to the type and place of incident.
To assist the documentation of the request for intervention, the system shows at each step the history concerning the type of problem, the place, the equipment, the requirant, the provider and even the intervener.
Now you still have to propose an intervention’s date (or even time slot) and the request will be transmitted, immediately and fully documented, to the chosen provider.
Information: The request for intervention is transmitted by e-mail to the provider and is visible on the “Interveners” portal.
As soon as he receives the request for intervention, the external provider has the choice to accept, reject or propose another date of intervention. He can do it:
Can do the same from his tablet or Android tablet and can also complete a worksheet containing intervention’s details, components and parts used, time of arrival and departure, travel time and length and technicians of intervention. This form can be signed by two persons.
Once intervention’s status is updated, the manager can inform the requirant about the proposed intervention’s date, thanks to a pre-programmed e-mail.
From that moment, the manager can follow the interventions through a battery of (programmable) filters and indicators that allow him to easily monitor their good execution. If necessary, he can use the pre-programmed reminder e-mails.
HELPSITES allows you to edit reports on selected incidents or interventions (for example, resume all open incidents concerning a place or open interventions of a provider). The system proposes to address the reports by e-mail.
Both incidents and interventions can be extracted and imported into Excel files, so that you can conduct deep analyses.
The existing API enables also your management systems to extract needed data.