Medic
Helpdesk
Introducing Q:chi Medic+ a turn-key Lotus Notes Domino Help Desk solution
Solution Profile
- A complete Help Desk management solution
- Full-featured Customer Service functionality
- Incidents, users, operatives, assets. Automatic alerts and workflow.
- Easy-build Knowledge Base aids rapid resolution
- Customer-specific Contracts and Service Level Agreements (SLA)
- User-friendly experience boosts uptake - a fresh approach!
- Allocate and manage individual Jobs related to an incident
- Take Medic+ on the road. Use it through the web.
- Statistics and metrics
- Full Statement and Billing functionality
- Runs on the peerless IBM Lotus Domino server
- Built according to IBM Lotus accredited development standards
Medic+ delivers a stand-alone solution to support the IT Helpdesk from end-to-end. Tracking, management and reporting; from single-user to multi-site; Medic+ scales.
The "Service Portal" extends Medic+ to provide your Customers, Partners and Operatives with a Web-based entry-point to: log/track incidents, search self-help resources, download files. Snap-on integration with Q:chi's Biz! CRM solution. Back to Top
Logging new incidents is quick and easy. Relevant and current activity of user and assets is on-screen. Assign incidents to operatives based on skills or workload. Operatives are notified by email when their action is required, and also when SLA deadlines approach. All incident activity and workflow is recorded to create a comprehensive history. Various reports detail incidents by status, operative, manager, user, asset etc. Back to Top
Operatives can quickly capture solutions as they are discovered and store critical documentation, procedures and files. The Knowledge Base is always available on-screen to aid the identification of problems and their resolution. Knowledge is categorized by various criteria and is fully searchable. Back to Top
In many Customer Service implementations, SLA is critical, and here Medic+ scores again. You can define SLA's to suit the needs of any number of customers, with individual response and resolution times. When incidents are logged for the customer, critical SLA times are calculated and recorded on the incident. Back to Top
The user experience is core to Medic+ and has been carefully researched and constructed. A customizable Home Page and your choice of layout and content, its always clear and concise. Contextual information is at your fingertips, wherever you are in the database. Capturing new information is also logical, simple and fast. This all boosts usage and radically improves acceptance. The result is users make the effort to capture essential knowledge properly. It’s a fresh approach and we think you will like it. Back to Top
With Medic+ you can assign Jobs from an incident to appropriate operatives based on skills and workload. The steps required to resolve an incident are transparent to all parties. Back to Top
The fantastic IBM Lotus Notes client allows your field operatives to take Medic+ on the road and have full access to incidents, history and resources. Data can be rapidly synchronized with a central location via dial-in replication. Operatives and users can also log-in via the "Service Portal" to log and track incidents, and search on-line resources through the web. Back to Top
Medic+ can show you the real picture in your Helpdesk or Customer Service operation. See where the calls are coming from, what the problem areas are, and analyze Operative performance. Various statistical reports give you the "helicopter" view for rapid analysis and remedial action. Data can be exported easily then analyzed through a range of popular reporting tools. Back to Top
If you need to bill for work done, Medic+ has the answer. Charge rates and authorized caller lists are defined within individual Contracts. Incident costs are then automatically calculated. Operatives can determine whether a user has authority to log an incident. Billing and credit control is easily managed. Statements of account, showing credits and all incidents logged and charged for, can be raised as required. Back to Top
Medic+ is built to run on the IBM Lotus Domino server. This platform supports high security, unique collaborative services, synchronized remote working, integrated e-Mail & calendaring, document management, approval workflow and web access. It is a key component of IBM’s data management strategy and it is truly super.human.software. Medic+ will integrate with your existing Lotus and Domino applications. Back to Top
All Q:chi managers, developers and administrators have the highest level available of IBM Lotus accreditation for Notes and Domino. Back to Top