Web based Helpdesk Software with call recording, call processing with SLA management, work order generation along with a Knowledgebase system

2. Introduction
eFACiLiTY
 is a modular facilities management system
 allows day-to-day management of the processes
 automates operations
 provides a management dashboard for critical analysis
 enables enterprise wide control in the most intelligent and efficient way

3. Modules

4. Multi Site Multi Organization Concept
 Site wise concept for multiple sites implementation using a central server
 Facility managers being able to view any location data quickly by selecting
the location/Site on top
 User privileges can be set defining the sites to be viewed and restricted to
each every user and in each and every site.

5. Helpdesk & Knowledge Base
 eFACiLiTY’s helpdesk module manages the work flow of registering, assigning
and resolving of the job requests and problems reported in a facility or
organization.
 The users can register their complaints/requests online or send emails, the call
center operators can record the issues reported and in addition, the system is
capable of picking up the alarms generated by building control systems and
recording the problems into the system.

6. Helpdesk & Knowledge Base
 The full history of actions taken, events, follow-ups, messages exchanged,
response times and user feedback can be tracked via the system that helps in
analysis and improvement of the helpdesk and call resolution functions.
 The Knowledgebase helps the helpdesk operators by providing vital information
on standard solutions, past solutions history, approved solutions or best practices
for faster resolution of calls
 The Service Level requirements tied to the category and priority of the calls
generates multiple levels of email and SMS escalations to managers prior to the
breach of SLAs resulting in excellent management of the helpdesk and high
levels of customer satisfaction.

7. Helpdesk & Knowledge Base – Features
 Online call booking, emails and tele-calling
 Register requests, Job Requests, Calls
 Priority assignment, nature of faults
 Assign, distribute, monitor
 Escalation based on standard SLA
 Recording of all events throughout the life cycle of a call
 Raise, Track and Close Work Orders
 Record solutions and post in Knowledge base
 Service Level Analysis
 Faults and Solutions history
 Fully indexed data for fast searching
 Simple and advanced search functions
 Call response analysis
 FAQs and Links
 Improves customer satisfaction

8. Reporting Request
 A simple form that is accessible in the intranet / website / portal is available for
the users to submit any requests.
 Users can also send an email or call the helpdesk operator to report a request.
 Once the call is registered, the Call ID number is generated for future reference.

9. Helpdesk Team Login
 The Helpdesk operator / team member will use the Helpdesk System to view the list
of requests that is unassigned.
 The “requests by Status” screen displays all the calls after they log in.

10. Register/Record a Request
 All reported requests are registered
 Helpdesk operator assigns the requests to the helpdesk team
 Records new requests reported over email / telephone.

11. Add Event Features
 All the action taken by the operator in handling the call is recorded.
 The details such as the input for the events, action taken, next action to be
taken and date & time of next action, by whom the next action will be taken are
entered here.
 Reassigning to other teams / operators as required for reasons whatsoever.
 Event History is maintained

12. Closing the call
 The call is closed after entering resolution details.
 Once the call is closed, close time is also displayed.
 Capturing of user feedback by the operator when the call is closed after
confirmation.

13. Escalation Features
 Triggers the alert mails to the team or its members for assigning, responding and
resolving calls.
 By default, Help Desk system fixes 30 minutes time interval for triggering the mails.
 Operator’s priority master stores the time intervals. Every call is set to the operators’
priority master when it is registered.

14. Email Alerts
 The email alerts are available for the end-user as well as the helpdesk operators /
administrators / managers.
 User can request for email alerts when the call gets completed or for every status
change of the call.
 Escalation emails are triggered based on specifications in the operator priority.
• Call not assigned within the defined period
• Call not attended to within the defined period
• Call not resolved within the defined period

15. Work Order
 The current work order can be grouped with any of the previous work orders if
the current work order is the continuation of or is relevant to the previous work
order.
 Selection of equipment number from the parent of the selected
equipment
 A brief description about the job, instruction and safety notes
about the job are entered.

16. Work Order Screen

17. Maintenance Policy
 Records all the information: the nature of the job, the equipment it applies to,
frequency of the job done and the resources required to complete the job
 Allows users to manage all your repetitive and routine jobs done on any
equipment
 Create work orders for the Preventive Maintenance jobs when they are due
 Storing of all your standard jobs

18. Adding/Viewing Knowledgebase
 Knowledgebase type, key word, description, remarks and resolution are entered here.
 This helps the operator to arrive at a solution when a similar request arises.
 Display of knowledge base, after adding the knowledge base

19. Searching the Knowledgebase
 Searching the Knowledgebase based on Keywords, Category, Sub category.
 Easy retrieval of Knowledgebase data.

20. Frequently Asked Questions
 Some common questions / doubts with answers are saved in a separate master
as Frequently Asked Questions
 FAQ are available for user’s reference.
 Searching FAQs

21. Links of Interest
 Stores the prime links like home page, Help desk Login page, etc. that are used
very frequently
 Helps to avoid typing the links manually.
 Enables faster Log in.
 User can search for the links required.

22.  Generation of the MIS Reports like
 Call Register (Team wise/ Organization wise)
• Open call
• Assigned call
• In progress call
• Resolved call
• Closed call
 Work Order status
 Service Level
 Knowledgebase Report based on
• Category
• Sub Category
• Equipment
 The reports can be printed and exported into HTML, Excel and PDF
formats.
Reports Features

23. Software Specifications
 Microsoft’s .NET Framework
 Browser based thin-client interface
 Supports Oracle/MSSQL/MSSQL Express
 Email, SMS, MMS Messaging
 Cross browser compatible
 Language of your choice
 Supports MS Exchange, LDAP
 Building Management Systems (BMS) Integration
 Ready for integration with Microsoft Active Directory, Oracle Single Sign-on
 PDA extension with Microsoft Pocket PC
 Table, Field, Activity wise Audit Trail
 Security Policy Management

24. Synergetic Partners
Microsoft Gold Certified Partner (ISV)–Product Development
Tridium Asia Pacific, Singapore
Metronic Global Berhad, Malaysia & China
Pinnacle Computer Systems Dubai, U.A.E.Wave Front, Japan
Infocon Technology, Malaysia
Global Trade S.A.R.L., Saudi Arabia Sequential IDS, Nigeria

25. eFACiLiTY End Users
Intelligent Building Management System
– Federal Government Buildings, Putrajaya, Malaysia
Enterprise Facilities Management System Implementation
– Ministry of Health, Kuwait
Enterprise Facilities Management System Implementation
– Tidel Park, Coimbatore, India
Government
eFACiLiTY - Enterprise Facility Booking System
– Malaysian Communications And Multimedia Commission (MCMC), Malaysia
Enterprise Facilities Management System Implementation
– Ministry of Health, Bahrain
Enterprise Facilities Management System Implementation
– Saudi Arabia National Guard, Saudi Arabia

26. eFACiLiTY End Users
Corporates
Enterprise Visitor Management System
– Japan Tobacco International, Malaysia
Enterprise Facility Management System
– British Aero Space, Saudi Arabia
Enterprise Facility Management System
– Saudi Catering and Contracting, Saudi Arabia
Enterprise Facilities Management System
– Qatar Petroleum, Qatar
Enterprise Facilities Management System
– Sodexo, India
Enterprise Facilities Management System
– For Vodafone through Honeywell

27. eFACiLiTY End UserseFACiLiTY End Users
Corporates
Enterprise Facilities Management System
– Trade Coast, Australia
Enterprise Facility Management System
– Alghanim Industries, Kuwait
Enterprise Facilities Management System
– Embassy Services Private Limited, India
Enterprise Facilities Management System
– Airmaster, Australia
Enterprise Facilities Management System
– Millennium Hilton, Bangkok

28. eFACiLiTY End Users
Corporates
eFACiLiTY Module Implementation
– Prestige IT Park, India
eFACiLiTY - Enterprise Facility Management System
– CoreLogic, India
eFACiLiTY – Enterprise Facility Management System
– Wadhwa Group, India
eFACiLiTY – Enterprise Facility Management System
– Egypt, UAE, Saudi Arabia, India
eFACiLiTY – Enterprise Facility Management System
– Pacific Controls, UAE

29. Corporates
eFACiLiTY – Enterprise Facility Management System
– Albhukary, Malayasia
Tenant Billing System
– GVK Mall, India
Tenant Billing System
– Value Mall, India
Enterprise Facilities Management System Implementation
– Sheraton Darling Harbor, Sydney, Australia
Facility Booking System
– DiGi, Malaysia
eFACiLiTY End Users

30. eFACiLiTY End Users
Corporates
eFACiLiTY – Enterprise Facilities Management System
– Saudi Arabian Trading & Construction Co. (SATCO), Saudi Arabia
eFACiLiTY – Enterprise Facilities Management System
– Godrej Properties, India
eFACiLiTY – Enterprise Facilities Management System
– CRISIL Limited, India
eFACiLiTY – Enterprise Visitor Management System
– Electronic Card Services Ltd, Kenya
eFACiLiTY – Enterprise Facilities Management System
– For Societe Generale via CBRE South Asia Pvt. Ltd
eFACiLiTY – Enterprise Facilities Management System
–GPX (India) Private Limited, India

31. SIERRA ODC Private Limited
 Founded in 1998
 Based in Coimbatore, INDIA
 Providing Software Development & Support Services
 150+ Strong workforce
 Clients and Outsourcing in Malaysia, USA, UK, Middle East and Africa
 Satisfied Multinational Clients
 Microsoft Gold Certified Partner

32. Customs, Ports, Free Trade Zone Affairs Automation Project
– Kingdom of Bahrain
Key Projects – Government
Airport Automation, Cargo Management, Point of Sales Systems
– Civil Aviation Authority, Uganda
Farm Production System
– Malaysian Agri Food Corporation, Malaysia
Enterprise Facilities Management System Implementation
– Ministry of Health, Bahrain
Enterprise Facilities Management System Implementation
– Saudi Arabia National Guard, Saudi Arabia

33. Enterprise Resource Planning
Materials Management System
Sales and Distribute Management
Supply Chain Management
Materials Management System
Sales and Distribute Management Supply Chain Management
Supply Chain Management CRM & Sales Force Automation System
– South Asia
SAP Integration & Online Reporting Application
Key Projects – Fortune 500

34. Tobacco Leaf Information System
– Malaysia
Non Tobacco Material Warehouse Management
– Korea, Malaysia
Asia Sales Information System
– Singapore
Global Labelling Application
– Global
Incident Report Tools
– Global
Fleet Management System
– Malaysia
Virtual Application Portal
– Global
Account Database Manager
– Vietnam
Know Your Customer
– Global
Global Regulatory Overview
– Global
Account Database Manager
– Philippines
Test Tracking Tool
– Global
Global Freight Tool
– Global
Routing Engine
– Global
Scoring Engine
– Global
Production Tracking & Performance System
– Global
GSA Stop Card Reports Development
– Global
Global Freight Tool - PPO Integration
– Global
Competitive Intelligence Portal
– Italy, Spain, France, Benelux
Key Projects – Fortune 500

35. Secure FTP Application
– India
B2B Integration
– India
Warehouse Occupancy Analysis System
– India
Enterprise Facilities Management System
– Malaysia
Energy Dashboard Development
– India
Energy Visualization and Analysis
Product Development and Continuance
– Australia
Key Projects – Fortune 500
Lenova India Reporting Solution
– Singapore
Service Parts Management System
- India
Management of Change (MOC)
- Malaysia
Enterprise Maintenance Management System
– YUM Group, India

36. Key Projects – Other Corporates
B2C Shopping Mall with Order Processing
– Canada
Jobs / Recruitment Portal
– Utusan Group, Malaysia
SMS News Portal
– Utusan, Malaysia
Contracts Closeout Data Administration System
– USA

37. Enterprise Resource Planning
– VIP Group, India
Key Projects – Other Corporates
Silver light based Simple Business Accounting System
– Osborne Charles Group, USA
Warehouse Management for Automated Storage and Retrieval System (ASRS)
– ER Mekatron Sdn. Bhd., Malaysia
Aircraft and Ground Support Equipment Maintenance Management
– IndiGO Airlines, India
Enterprise Facility Management System
– For Nitesh Residency via Carrier Race Technologies Pvt Ltd, India

38. Key Clients & End Users

39. Key Clients & End Users

40. w w w . s i e r r a t e c . c o m
SIERRA ODC Private Limited
Thank You!
For more information please contact us at
info@sierratec.com
INDIA
SIERRA ODC Private Limited
188/1,Varadharaja Layout-1
PN Palayam Road, Ganapathy,
Coimbatore - 641 006.
Tel: +91-422-2567596
Fax: +91-422-2567445
USA/Canada +1 408 239 4819
USA
SIERRA Infosys Inc.
6001 Savoy Dr, Suite 210,
Houston TX 77036,
Tel: +1-713-747-9693
Fax: +1-509-351-6682
MALAYSIA
SIERRA ODC (M) SDN. BHD.
96-1, Biz Avenue, 2, Neo Cyber
Lingkaran Cyber Point Barat
63000, Cyberjaya,
Selangor, Malaysia
Tel: +603-8320-2080
Fax:+603-8320-2082
SINGAPORE
SIERRA ODC (S) Pte. Ltd.
#20, Cecil Street,
#14-01, Equity Plaza
Singapore 049705
Tel: +65 97334623