Customer Support and Service Case Management:

The Info@Hand case management system allows users to track customer problems and resolutions through their life-cycle. Cases may be assigned High, Medium or Low priority. They have a status of Active - New, Active - Assigned, Pending, Closed - Complete, or Closed - No Fault. Each Case tracks the related account and contact, any service contract, and the description and serial number of any hardware asset involved in the Case. Hours spent on service cases may be booked to the case, and automatically invoiced later on, including any spare parts used.

Info@Hand also includes a service contract management system that tracks the products on each service contract, and reminds you of contract renewals. The Service Contracts module combines with the Supported Products, Cases and Help-Desk modules to provide a comprehensive service management capability.

On entry to the service contracts module, all contracts are listed with their contract numbers, and the associated Account. Each master service contract can have any number of associated sub-contracts, and each of those may have any number of supported products associated with them for support coverage.

Each service sub-contract has a start and end date, and is color coded accordingly - Red for expired contracts, Yellow for contracts expiring in the next 30 days, and Green for active contracts. Each master service contract is also colour coded, using the most out-of-date colour of any of its sub-contracts - so that expiring sub-contracts can push colour coded reminders through to the master contract list view.

Clients can file cases and help-desk* incidents via the Self-Service Portal, and both employees and customers can be automatically notified via email if cases they are involved in are updated.