Operating manual for Innovative Service Organizer Application.
The site provides details of operations for the site administrator as well as for the end user. Please see the details as per menu items.
For Administrator
The administrator should set the site parameters before handling over the site to customer. These are described in links below:
1. Site Admin
Click Here to Go To Site Admin Page.
2. Administration
Click Here To Go To Administration Page
For End User
For the end users, below links explain application use based on menus to make it easy to navigate.
Note
In this help file "Ticket" and "Task" terms are used for the same thing. A request, ticket, task, enquiry etc.
How to begin
Site Administration
Click Here to Go To Site Admin Page.
You should start by setting features you need in Site Admin section (it is available only to SUPER ADMIN), these can be changed any time in future. And hence it is better to start with minimum features. The customization section allows us to set these features.
Important
Do not enable WhatsApp, Email and SMS in the beginning till basic workflow it ready and basic feature testing is complete.
Administration
Click Here To Go To Administration Page
Once the Site Admin setting is over, you can move on to "Administration" section (Available only if user has "Role and Permission" as Administration.
Here you get options to define your business processes, processes, sub processes, check list for each process, user permissions and user teams (or process teams) etc. In summary, the application is customised to your specific industry type.
Note
Checkout with your software vendor: Industry specific ready to use workflows setup may be available.
Lists
Click Here To Go To Lists Page
Under the Lists menu you will find options to create and manage various "Master" data like user login accounts, ledger (account) of customer and suppliers, GST codes and taxes, Product groups, Products and Services, Price Lists and Discount Lists. These options will be available based on your application license and settings in Site Admin section.
Tip
Price Lists and Discount Lists will be available if you enable option "Enable Price Lists and Discount Lists" in Site Admin >> Customization.
Understanding the Process and Ticketing System
The system is little elaborate or you can say complicated. but if understood properly, it will be very easy and most practical.
This system can be used in any company to manage a workflow. Workflow is defined as the sequence of industrial, administrative, or other processes through which a piece of work passes from initiation to completion.
For example, Enquiry Management. Enquiry is initiated at Marketing department, followed up at Sales department where it can have status like "need more info", quotation sent, under negotiation, order received or order lost. Once order is received it goes to operations to execute and deliver the things as needed. This can be as simple as selling a packaged product to designing and constructing an airport.
You first decide the business process which you want to implement in the software , like enquiry management, customer complaint, supplier registration, purchase management etc.
Next you define the individual processes and their sub-processes (or status as explained before) and check list to be checked and verified at that stage (or process).
You define process teams, for example sales may have multiple teams to look after various products like Home Appliances Team, Industrial Equipment Team etc.
You create logins for employees and other users. Other users include suppliers.
You include these users in process teams. One person can be in multiple teams. You also give some of them a "Leader" status. A person with "Leader" status can see entire teams work.
Users are assigned "Roles and Permissions" as needed. For example a person working in customer care department can be assigned responsibility to be a "Chat Agent" who will respond the live chat sessions.
Caution
This is very basic work flow of the application. You must go through individual page links to see more settings and how those settings will effect your operations.
Important Features of the Application
The application is designed as a complete communication management system. It has following ways to make communication within team and with external agencies like customer and supplier.
- Live Chat with Customer
- Internal messaging with employees and suppliers
- Ticketing with email, SMS, WhatsApp and Internal Alerts.
- Grouping to Tickets and managing them as a single PROJECT. Like grouping Customer enquiry, Purchase orders for the project etc together so that they status of entire project is know on a single screen.
- Records Management like Quotation, Tax Invoices, Customer and Supplier agreements, Non-Disclosure agreements etc.
- Analysis of data generated over time.
- Exporting to Excel so that you can do analysis as you like or connect to any BI (Business Intelligence) software of your choice.