STRATEQ Group of Companies
Level 5 Block A, Dataran Hamodal, No. 4 Jalan Bersatu 13/4, 46200 Petaling Jaya, Selangor Darul Ehsan, Malaysia.
SMART SD is designed based on a collaboration model that connects people, tools, processes and automation into a transparent workflow. This workflow connects the work needed, the work happening, and the work done in a persistent location staffed by the people, bots and related tools. The transparency tightens the feedback loop, improves information sharing and enhances team collaboration, keeping the focus on uptime and operational efficiency.
In addition, the inclusion of the loT edge device allows more efficient predictive maintenance and real-time situational awareness of customers' equipment states and health. Eventually as the machine learning model gets better from ingesting more data from calls, requests, and loT edge device enable equipment - a good majority of future tickets raised to the service desk will be automated and raised by the Bot leveraged for our solution.
Contract management is a module recording all the client relationship such as Organisation, Site, PIC Contact and Service Level Agreement (SLA).
Incident Management is a module for Service Desk (SD) agent to raise incident ticket, update respond time, create Service Order (SO) for Field Engineer, monitor realtime SLA and provide final resolution.
Dashboard is a module for SD to monitor individual or team performance, including incidents SLA status and agent KPI e.g. Top Creators or Top Resolvers.
Timeline is an in-app communication module for SD, FE and Dealer (e.g Site Operator, Retailer, or end user) to chat about the incident and allow system automates update, without the need of revealing support personel contact.
Self Service Portal is a website for Dealer to create incident online, monitor progress or check historical info. It allows Dealer to create Work Order (WO) for 3rd party, if Vendor Management module enabled.
Dealer App is a mobile application for end user to create incident or WO, chats with SD or FE, receive notification, acknowledge work done and provide service rating.
Report is a module for user to generate data for incidents analysis or provide the custom Service Reporting.
Configuration Management is a module to setup the name, group, level, combo (parent & child relation) of Configuration Item (CI).
Field Engineer App is a mobile application for FE to accept and work on the Service Order, response and action taken will be updated seamlessly to backend for real-time ETA and SLA measures.
Knowledge base is a module providing user with the information about the system, applications, software or hardware, including organisation specific user manual or troubleshooting guide, to help end user resolve minor issue to reduce downtime.
Asset Management is a module for user to setup site asset through Site Configuration, Site Layout and Site Mapping module. Once setup complete, user can view the part visualisation from front end.
Inventory Management is a module to register, track and record all the Ci movement, from a custodian to another assignee.
Message Management is a module for SD manager to broadcast message for selective in-app user e.g. sevice interruption, schedule maintainance or major incident.
Vendor Management is a module allows Dealer to extend the service request to 3rd party, where vendor can view and update the WO. Vendor performance will be measure base on the severity set.