Did you know?
The Eclipse-fm® Web Module can help reduce time spent by helpdesk staff in recording tasks, and reduce frustration by hospital staff when creating or checking the status of Helpdesk tasks.
A simple web portal, available through the establishment Intranet, allows staff with access to no more than a web browser to report fault details without the sometimes time consuming need to depend on the immediate availability of helpdesk staff, leaving voice mail messages to be transcribed later, or, probably worse, overloading the emergency out of hours helpdesk operator with non-urgent tasks just to get them reported at the time they arise.
Once created the originator of the task automatically receives a task reference number which they can use to track the progress of task(s) using the same web browser based system.
As soon as created, the task becomes part of the main Eclipse-fm® system, and is available for Estates staff to control the actioning of the task as usual.
General hospital staff originating tasks only have three or four fields to fill in - Description, Priority and Budget Code. If there is an Asset Number, that is also needed - but the system even knows what assets you have where you usually work, so that’s easy. There is room for a longer description, but this is optional, though very nice for the FM staff to have. None of these need specialist knowledge to enter.
The Web module is available 24/7 and can be a big contributor to help desk efficiency, and to the perception of the FM Service by its "customers". Phone calls, post it notes, emails can all get lost or overlooked in the rush of daily routine - by hospital staff reporting problems and by FM staff! Web Eclipse, which requires minimal training to use, enables you to reduce the time pressure on the Help Desk staff, eliminate missing or "lost" messages, and it automatically communicates with your customers so that they can be confident that action is being taken. Web Eclipse does not replace your helpdesk staff, but it will help them work much better, with less unnecessary interruption, and with more time to give to those who really need the benefits of personal contact for more complex or truly urgent problems.
Trades staff can also use web Eclipse-fm® . The web module also includes task feedback entry, with the potential to eliminate transcription (and its costs!) from handwritten notes to Task feedback.
Best of all - none of these users increase you Eclipse-fm® licence count! Web-Eclipse works alongside your Eclipse-fm® licence, and comes with just two options, a low cost licence for smaller establishments - adequate for up to 20 reporting staff or locations (e.g. Wards), scalable to an unlimited license (still not expensive!) on demand.
Web Eclipse - a big step in the direction of making your helpdesk work easier to handle, less stressful, and much better for all concerned, including your customers!
