Chelmer
Chelmer provides financial trading software solutions to the finance industry within NZ, as well as full IT support for small finance companies. Half software developer, half IT solution provider, Chelmer has diverse needs of a Call Logging, tracking solution, of which HEAT's flexibility proves worthy. Chelmer has a fulltime helpdesk which is 'manned' by one person and covered by two others. Find out how they made the most of ...
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Chelmer uses HEAT for tracking both internal and external clients faults, requests etc. as well as tracking development of software, bugs and documentation. Development tracking is done using a number of differing Detail screens to store the relevant information and through the use of recursive Validation Constraints. Call Tickets ( or HEATs) are raised by the developers, testers and clients alike. External clients have the option of using an Outlook form, designed and populated by Chelmer, to raise faults directly into the HEAT DB, or they may call the HelpDesk number. This is facilitated by the ATG package which monitors the HelpDesk Outlook Inbox. Customers Call Tickets are confirmed by automatic reply email containing the new Call Ticket ID number. Chelmers operation engineers use TimeSheet journal entries to record time spent on particular Call tickets. These are then reported on at the end of each month for billing purposes. The system at Chelmer is supported by GlobalTech Solutions.
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