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Priority Service Dispatch (PSD) Software

Priority is an amazingly simple to use yet powerful application designed for service organizations to record, track and resolve customers’ computer related service incidents whether providing direct solutions or working with a network of partners across the country. It has powerful built-in reports and graphs based on your customer specific SLAs. Customer and Sub-Vendor portals help keep everyone informed while minimizing staff overload. An internal Knowledge Base helps resolve new problems with existing solutions without involving technical support.

And because it is multi-platform and browser-based nothing is more easily implemented or accessed by your staff, sub-vendors, and customers. Check out the feature details below to see if Priority is right for your Service Organization.

Features

Service Calls

Track your service incidents by Customer, Location, Severity, or Equipment. Record time spent and trips taken along with costs and parts used. Check status with a quick look at the OPEN CALL REPORT or get the details by drilling down to UPDATE or REVIEW a call. the shows all open incidents with those not dispatched to technicians automatically displayed at the top of the report. Change technician or dispatcher per action or trip taken to manage staff efficiently.

Time Tracking

Record each service action and the time it takes to resolve it for later reporting and billing. Automatically generate work orders for customer and technician signature.

Contracts

Electronically access the terms and conditions of the contracts your offer to your customers. Standard Maintenance, Block Time and Per Incident contracts are included. Or make your custom contracts available to your customers online to eliminate the need to distribute new contracts when changes are made.

Sub-Vendors

Set up sub-vendor support for particular customers or customer locations while tracking the costs and quality of the service. List contacts, numbers, emails and rates for quick reference. Sub-vendor information is immediately recalled at the point of service call placement so your dispatchers know who to call and how much it will cost.

Knowledge Base

Build a knowledge base that continues to grow from your own repair actions. Let new staff have access to expert knowledge in the office or on-site. And once you find a fix drill down to get all the detail on the particular service incident.

Reporting

A host of detailed column reports are available without having to purchase any other product plus the ability to export reports to excel at your convenience. Define your reports based on Customer Locations, Equipment, Service Calls (with SLAs), Parts Used, and Employees.

Additional Information

OS Independent

The Priority Help Desk software can run native on all major operating systems: i5/OS, Windows, and Linux.

No Additional Commercial Software Required

Programmed in a combination of MySQL and PHP, PhD doesn't require you to purchase any additional software.

Browser-based

Once the server is set up, any computer with IE7 can logon to the PhD system with NO additional setup.

Report and Graph Package Included

Many help desk solutions require the user to purchase a reporting package. Some even require the purchaser to hire a programmer to create their own reports! With PhD, there's no hassle of building your own reporting package; All reports and graphs come included with PhD, free of charge.

Data Migration

Migration of data from an existing server is available. Contact CSO today for a data migration quote.

Customization

CSO is dedicated to its customers' success. Contact CSO today for your customization needs.