Enjoy Better Service Levels With Tactician Service Request System (TSRS)

Replacing traditional paper-based and email communications, the new, online, TSRS assists employees to organize efforts, train new staff, efficiently disseminate information, and track client requests faster and more accurately resulting in a new excellence in prompt, efficient client service.

The first client to use the Tactician Service Request System facility was Staples, world's largest office products supplier.

With this new service facility Tactician can deliver 100% response to client requirements so that they can get on with their business efficiently and reliably. See more here.

Tactician Service Request System is designed to meet the following goals:

• Easy Request For Services: Clients can now simply click on a link from any browser and request help or services from Tactician.
• Accountability: The client receives an immediate email response providing a case number assigned to their issue, as well as a phone number to call if their request is an emergency.
• Client Escalation: All cases are assigned an "Estimated Completion Date" by the Tactician support staff working on the case with the client option to escalate the issue if required.
• Project Tracking: Tactician management, support staff and clients all view the same status information via the internet. This allows all parties to track status, eliminating the need for lengthy phone calls or emails.
• Actuate Management Of Human Resources: TSRS allows management to view all of the cases being conducted and to easily distribute the workload evenly, predicting resource constraints that could affect the completion dates of our client's requests.
• Cross Training: Management can now easily review the requirements of each case and assign more challenging work across the support team. This frees up the more experienced staff, enabling them to provide the cross training required.
• Billing Accuracy: Clients enter requests via the TSRS. Each request is reviewed by management and classified as billable items, such as enhancements requiring a purchase order, or non-billable, such as defect corrections that are assigned immediate priority.
• Information Sharing Between Sales & Production: TSRS is integrated with Salesforce.com so that the staff can track client relationships and other sales efforts with automatic notification to the sales area when clients access TSRS and progress tracking of each request.