CRSCRSHelpdesk SoftwareHelpdesk Software

Presented By Presented By The Systems House, The Systems House,

Inc.Inc.

The History of CRSThe History of CRSC.R.S stands for C.R.S stands for

Customer Reporting SystemCustomer Reporting System

Originally created for TSH’s internal reporting Originally created for TSH’s internal reporting needs needs

This software was designed to manage large This software was designed to manage large scale software projectsscale software projects

The consistency of the program helped launch it The consistency of the program helped launch it as the Primary Internal Helpdesk Software of TSHas the Primary Internal Helpdesk Software of TSH

CRS is based on the same core technology as CRS is based on the same core technology as our E-Commerce Engine, RemoteNet our E-Commerce Engine, RemoteNet

The Role of CRSThe Role of CRS

Manages calls into our help deskManages calls into our help deskAbility to track problems and their solutionsAbility to track problems and their solutionsServes as a Knowledge BaseServes as a Knowledge BaseProvides Management ReportingProvides Management ReportingOnline Access Available 24/7 from Online Access Available 24/7 from

anywhere there is an internet connectionanywhere there is an internet connection

Help Us Serve You Help Us Serve You BetterBetter

Provide a detailed description along with supporting Provide a detailed description along with supporting facts which include:facts which include:

Error Messages ReceivedError Messages ReceivedOrder, Invoice, Record NumbersOrder, Invoice, Record NumbersWhat Process Was Completed Before the Issue What Process Was Completed Before the Issue

OccurredOccurredWere screen shots or reports faxed regarding Were screen shots or reports faxed regarding

this incident?this incident?Any Other Relevant InfoAny Other Relevant Info

Viewing, Updating Your Viewing, Updating Your RequestRequest

Your New Request is In! Your New Request is In!

• Now You can further customize the way you view your Now You can further customize the way you view your requests with the Sort By and Items per Page buttons. requests with the Sort By and Items per Page buttons.

• Go directly to a request by typing in the request numberGo directly to a request by typing in the request number

• Export your list of requests to an external file.Export your list of requests to an external file.

• Or Create An Entirely New RequestOr Create An Entirely New Request

Export your RequestsExport your Requests

Download your SpreadsheetDownload your Spreadsheet

Example of Downloaded Example of Downloaded SpreadsheetSpreadsheet

The CRS ProcessThe CRS Process

What happens when a user submits a request?What happens when a user submits a request?

The Request Is AssignedThe Request Is Assigned

The Request Inquiry Process BeginsThe Request Inquiry Process Begins

The Solution Is Tested & ApprovedThe Solution Is Tested & Approved

The CRS ProcessThe CRS Process

Ability to Check Support EmailsAbility to Check Support Emails

Ability to Check Support EmailsAbility to Check Support Emails

Customers Using It!Customers Using It!

Weeks-Lerman’s Internal CustomerWeeks-Lerman’s Internal Customer

Service GroupService Group

Leesar’s Customer Service GroupLeesar’s Customer Service Group

Leesar’s MIS GroupLeesar’s MIS Group

Weekslerman - CRSWeekslerman - CRSDepartments are AutomaticallyDepartments are Automatically

Alerted to open requests via Alerted to open requests via

EmailEmail

Management is carbon copied on Management is carbon copied on

all requestsall requests

Requests Range from: DeliveryRequests Range from: Delivery

Issues to purchasing requests forIssues to purchasing requests for

specialty itemsspecialty items

Lee Sar Customer Lee Sar Customer Service - CRSService - CRS

Customized Types and CategoriesCustomized Types and Categories

Client Department vs Leesar Client Department vs Leesar

Depts.Depts.

Visibility for Hospitals into theVisibility for Hospitals into the

complete supply chain. complete supply chain.

Lee Sar – CRS/MISLee Sar – CRS/MISPC issues in the distribution centerPC issues in the distribution center

Issues reported to Leesar MIS canIssues reported to Leesar MIS can

be automatically converted intobe automatically converted into

open TSH requestsopen TSH requests

Reporting tools for management toReporting tools for management to

track requests internally andtrack requests internally and

employee productivityemployee productivity

The Benefits of CRSThe Benefits of CRS

An Efficient Management ToolAn Efficient Management Tool

Real-time Status and Progress Real-time Status and Progress ReportsReports

Easily CustomizableEasily Customizable

From TSHFrom TSH