The modular structure of the SolveDirect applications makes it easy to customise the service management solutions:
The helpdesk for efficient incident management
The application SD.call contains all incident management functions to create new calls (tickets, incident calls, service contracts, etc.), to list calls according to different options, to update a call and to close a call:
SD.call is a highly available, on demand web interface and 24/7 accessible from anywhere via standard Internet web browsers or mobile devices.
Screenshots (please click)
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| Call Tracking List | Call | Call activities |
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| Actions | Spontaneous Mail | 'Ticker' |
Free demo account … | Product sheet SD.call (pdf, ca. 40 KB)
Mastering technician dispatch
SD.dispatch allows the call assignment to technicians and/or workgroups (queues). This provides the basis for the direct entry of service data (working time, running time, spare part consumption) in the call. At the same time, the planning of new technician assignments is supported by showing the current level of capacity:
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| Technician list |
Technicians are organised in working groups (Queues) by regional or professional criteria. The call assignment can trigger an automated messages (SMS, E-Mail) to the respective technician. For the call execution, the running time, and working time, and the part consumption are posted to the call/technician. A clear presentation of the current level of the technicians' capacity facilitates the efficient planning of new call incidents.
Escalation management
SD.message offers automated notification based on defined events and rules. For notification, eMail or SMS can be used for:
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| Message Rules |
Free demo account … | Product sheet SD.message (pdf)
Reports at a touch of a button
Call volume monitoring and, in particular, the measurement of service levels, is a complex task – especially for large, widespread organizations managing several external service providers. SD.report allows the exact analysis of external service calls by call volume, service level fulfillment or by service duration:
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| new enquiry | report: reaction time | report administration |
Free demo account … | Product sheet SD.report (pdf)
Asset & configuration management
SD.inventory is a Configuration Management Modul (CMDB) to administer installed components, devices, software combined with locations, service levels and users:
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| locations |
Inventory data, such as device type, serial number, site, warranty and duration are important sources of information for an efficient Incident Management, Inventory Management, as well as for an advanced Change Management system.
Fre demo account … | Product sheet SD.inventory (pdf)
Solution at a glance
SD.solution is a knowledge database with emphasis on incident management (helpdesk) and problem management. The knowledge database is particularly designed to cope with the requirements of a help desk organisation.
The main advantage is that it leads to a reduction in the operating time of a call. This is due to the fact that the help desk agent can treat frequently occurring calls and define problems efficiently:
Screenshots (please click)
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| Solutions overview | new entry | Solutions overview |
Free demo account … | Product sheet SD.solution (pdf)
Mobile ticket management
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| SD.mobile Screenshots |
With SD.mobile, mobile devices, such as PDAs (Personal Digital Assistants), can be used for updating and entering of calls on the road.
SD.mobile is an alternative access to the SolveDirect platform and contains the following functions:
Information is shown in a reduced page layout. The connection with the Internet is a SSL coded HTTPS protocol.
Free demo account … | Product sheet SD.mobile (pdf)
Inventory management
SD.logistics is a modern spare part management system offering the administration and inventory management of spare parts in several warehouses. It also offers the posting of the spare part use for service calls.
This module automates functions like:
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| Inventory list | Detail information |
Free demo account … | Product sheet SD.logistics (pdf)
Data clearing for connecting service systems
SD.bridge offers a fully automated electronic data-exchange of incident calls between service clients (Helpdesk System) and service providers (Call Management System).
This considerably facilitates and speeds up the service process while cutting communication costs by up to 60 percent.
SD.bridge is a clearing platform consisting of several predefined interfaces to different systems. Each participant of the SD.bridge platform chooses his/her particular interface options which allows him/her to interact with service partners via a neutral gateway. The SolveDirect platform illustrates and clears the existing service relations and service contracts. More details …
The establishment and the operation of the connection between the system and service clients or service providers, and the SolveDirect platform is structured, planned and implemented(siehe SD.connect). More details …
Flash-Demo: Data clearing SD.bridge | Product sheet SD.bridge (pdf, ca. 50 KB)
Project procedure for implementation
SD.connect is a project-oriented service package for implementing SolveDirect ServiceDesk SD² and the system connection to the data clearing platform SD.bridge.
The SD.connect project plan includes milestones such as:
Product sheet SD.connect SD² (pdf) | Product sheet SD.connect SD.bridge (pdf)
Your webportal
SD.OpenEngine is a SOAP WebServices interface that allows the integration of information and functions from a SolveDirect application into other applications, interfaces and layouts.
The SolveDirect functions are integrated via WebService (SOAP) technology or http-POST. More details …
Screenshots (please click)
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| example 1 | example 2 |
Please contact us for further information …
SolveDirect offers its clients 24/7 availability and – depending on the respective support agreement – email and telephone support as well as further optional support services:
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| Availability |