Help desk Extranet case study
Sector: B2B - Manufacturer & Supplier
Project Scope: Web based Help Desk, Asset Management, Rocktime Content Management System (CMS)
Client: Cleanfix
Cleanfix is a leading global manufacturer and supplier of large cleaning equipment and machines. The requirement was to develop an extranet system to allow customers to access records, test sheets, documentation (etc). In addition to enable area managers to register and review on site support requests with the objective of improving the efficiency and effectiveness of the maintenance service delivered to customers. The Rocktime solution comprises a secure, robust extranet with content and access managed by Cleanfix utilising Rocktime's Content Management System.
Rocktime developed a system that would allow Cleanfix's clients to keep track of, and manage, their equipment. For example, a large supermarket chain may have multiple stores and depots using Cleanfix equipment. By logging securely onto the extranet help desk the client can see the current numbers, location and status of all their equipment. Clients can also access their historical data via the extranet for planning purposes. Other areas of content available to clients include test sheets, instructions and other relevant documents.
Where content on the help desk extranet was likely to be accessed using a PDA such specific pages were designed to be viewed comfortably on these devices.
The extranet help desk also includes an application that automatically converts any document added into a PDF format. This fulfilled a number of objectives including cross browser compatibility (PC and Mac), ease of printing, and file optmiisation for high quality resolution yet low document file sizes.
In addition to client usage the extranet help desk is designed to be used by Cleanfix field engineers when they are on site visits. The engineers can analyse any faults and upload details and pictures directly using a PDA (PDI) phone. This enables Cleanfix staff to instantly access such informaiton and hence assist with diagnostics and decision making processes immediately.
An 'area manager' section of the extranet help desk gives access to report forms in both PC and PDA style formats, with the ability to search for information amongst support logs. A further 'head office' section offers additional capabilities including the archiving of material and the creation (and review) of statistics.
The content of the extranet help desk is managed through a Content Management System (CMS) which allows designated administrators to easily update the site with immediate effect. Access to the CMS is via a password protected control panel with varying levels of user administration rights available.