CompuWorks has launched a new web-based client portal. The new portal reflects CompuWorks commitment to serving clients seamlessly and expeditiously using state of the art web-based solutions. Clients now have a 360-degree view of their service contract and account with CompuWorks with “real time” information. [jump down to Client Portal Primer]
Clients can view a complete list of service tickets, including the issue, who submitted the request, the date and time of the request, the status of the request, the CompuWorks professional assigned to the issue, time billed to the incident, etc. Clients can submit a new ticket, including the ability to identify the issue as an emergency for priority treatment. Documents/files may be included with the ticket which is especially handy for forwarding screen shots of error messages.
There is a knowledge base function which will facilitate a body of knowledge for reference in the case of common or recurring questions and issues. The landing page includes simple statistics relevant to the health of the clients IT including the number of requests in the current month, requests this year and open requests. Clients can review a list of service agreements
held including type (Service Level), start date and balance remaining. Clients are also able to review or search through invoices to retrieve details, print copies for records, etc. As the new system accumulates data a variety of reports will be available. For example a client can view “service request trends” for the year.
Depending on the user’s security level setting they have a range of options regarding updating or modifying their own account specifics including contact info and password, or in the case of the administrator, adding or deleting accounts. Because the system is web-based, it can be accessed securely from anywhere there is a computer and internet access.
This new system will allow CompuWorks field technicians access from the field to client history and details via their iPhones and will be integrated with CompuWorks suite of monitoring and management tools. Integration with the monitoring tools will mean that upon detection of a problem, a service ticket will be automatically generated facilitating faster response and resolution.
Client Portal Primer
Go to www.compuworks.biz and click on client login (go to portal now) in the right hand column.
- Login to the portal with your user name (email address) and password.
- The landing page presents a list of “tickets” or service requests sorted from most recent to oldest.
- You can review basic info about a request right on this page, or click on the ticket number to read details.
- To submit a new ticket, you can click on “New Ticket” in the left hand column or “add” at the top of the page.
- Complete the ticket as fully as possible including a best-as-you- can description of the problem.
- To review your service agreement or the balance left on it, click on “List Agreements.”
- If you need to review or print an invoice, click on “Search Invoices” and then select an invoice to view.
- Select “Run Reports” to view the reports available.
- “My Account” lets you view or update your user account details.
