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I am managing a professional service team in a company, and they are doing Presales activity, site survey, new design, new plan, product implement and rollout solutions to our customers.
We are looking to have such automated system “web-based” to do three major parts:
Ticket services system
• All our services either project or support or pre-sales ( demo) visits to be represented to system as ticket with start/end dates with engineer name and project manager ( in case of project ) for execute
• The engineer should have the permission to update the ticket progress till close
• The ticketing sytem should have feature of knowledge base In which allow our engineers to access such a resourceful database after time.
• The system should able to generate report about ticket status and utilization to be submitted to customer after engineer and manager approval.
Resource Allocation system
a. manage the Resource time table for issued ticket to avoid any avoid conflict
b. Ability to add/remove/modify team membership
c. Vacation should be considered when manager assign the project
d. ability to change the duration and allocated resource
a. Team is response to update his daily status for any type of tickets through mobile or by login remotely to the portal.
b. The manager should able to generate any type of reports regards the resource utilization over the year , pending tickets ,completed tickets ,
c. The system should able to set alerts for any pre- define criteria as required , e.g. resource with utilization less than 16 days per month
Self-Monitor Performance System
The system should able to generate accumulative graph chart for employee performance evaluation by end of each support or project call. It is matter of collect customer , manager & team members feedback after each assignment to be calculated in simple way and being reflected in points. To be explore more at winning vendor.
Ability to generate document such as
a. sign off, project feedback, report and welcoming message to the customer when project added and assigned to the employee with activity.
b. Manager should receive an report monthly for the employee activity by hour/day based on our standard
Some information that could help
1- We have about 15 employee between consultant, system engineer, technical support, resident with other customers
2- Vendors such as and not limited to Microsoft, Symantec, Citrix and VMware.
3- Each vendor has different solution and different products.
4- Manger and Employee should receive an email for any update about the project in the system
5- Suggested database to use is MS-SQL
6- We preferred to customize premade solution.
7- The solution should be scalable for any new feature to be added later on.
The winner will have all information about the vendor, products, and templates.