FastTrack Helpdesk

FastTrack Helpdesk, developed by FMDirect (UK) Limited, is a service management solution designed to automate maintenance activities. According to the vendor, this software offers a range of features including call logging, work order monitoring, parts and stock control, invoicing, SLA and KPI analysis, and reporting. FastTrack Helpdesk is intended for companies of various sizes, from standalone or small groups to larger organizations. It caters to professions and industries such as facility management, IT support, property management, maintenance services, and healthcare facilities.

Key Features

Call Logging: According to the vendor, Fast Track Help Desk simplifies call logging by enabling operators to quickly record information using predefined options and retrieving caller details from the system. Operators can save notes for reference or keep them private. The software also provides a history of related jobs for each call.

Automatic Email & Attachments: The vendor states that Fast Track Help Desk can automatically send work order confirmations via email to callers, call loggers, and contractors. It also supports the inclusion of attachments such as maintenance manuals or guidelines in the emails.

Work Order Monitoring: Recorded details from the call logging screen are automatically transferred to the work order monitoring section, according to the vendor. Users can update the status of a job, and visual indicators are used to represent different statuses. Work orders can be filtered based on criteria such as caller, type, building, or contractor. An audit trail is maintained for each job.

Windows, Web, and Mobile Access: According to the vendor, Fast Track Help Desk can be accessed through various applications including networked client/server setup, web browsers, and mobile devices. This allows staff to update jobs from any online PC and enables clients to view the status of work on their assets.

Parts, Labour, Materials, and Stock Control: The vendor claims that the software efficiently manages a wide range of resources including parts, materials, and stock control. It accurately records all parts used on a job, ad-hoc materials, and calculates the total cost of labor, parts, and materials. Stock levels and inventory are automatically updated with each transaction.

Email Scanner: With the optional email scanner module, according to the vendor, Fast Track Help Desk can automatically process incoming emails and import relevant data into the system. This feature eliminates the need for manual searching and enables the automatic import of new jobs from emails.

Keyword Finder: According to the vendor, the keyword finder allows users to search past calls and user notes for specific phrases, providing a quick summary of previous information and how previous issues were resolved.

Advanced Invoicing: The vendor states that Fast Track Help Desk calculates the total cost for a job, including labor, parts, and materials, and generates invoices for customers. It also maintains statistics on costs and invoices within the system.

SLA & KPI Analysis: According to the vendor, Fast Track Help Desk includes features to analyze contractual compliance using Service Level Agreements (SLAs). Users can attach SLA data to work orders and perform analysis of SLAs and Key Performance Indicators (KPIs) to ensure contractors meet contractual guidelines.

Reporting: The vendor claims that the software provides performance measurement and analysis reports, offering convenient access to management information for resource planning and cost control. Users can also create customized reports and export data to various formats.