Enterprise Service Builder - Solutions

• Capture information about a wide range of assets
• Fully customisable templates ensure your organisation holds only the data it needs
• Associate fixed assets according to their physical location (e.g. by room, building or site)
• Track ownership of portable assets such as laptops and smart phones by linking assets to users, either using a stand-alone user database or by integrating directly to Active Directory
• Manage your suppliers, contracts and orders
• Automatically create and update a software and hardware inventory of all Windows-based computers using the Asset Management Software Agent
• Comprehensive range of standard reports
• Complete integration with the ServiceBuilder Helpdesk solution

• Manage the entire complaints process from initial enquiry through to investigation and appeal using a single system
• Publish an electronic form to a corporate Intranet or web site to allow complaints to be logged directly
• Transform the level of service offered to customers by handling complaints as effectively and efficiently as possible
• Keep customers informed during every step of the complaints process via e-mail or SMS text message
• Leverage the power of the ServiceBuilder workflow engine to route complaints to the right people in your organisation
• Utilise the escalation features of ServiceBuilder to monitor the progress of complaints
• Attach documents, letters and photographs to the complaint electronically, providing everyone involved with quick and easy access to the information they need to deal with the complaint as quickly as possible
• Role-based access control makes it easy to control who has access to the various functions of the system
• A range of built-in reports can be used to monitor every aspect of the complaints process
• Custom reports can be used to produce statistics that are specific to your organisation

• Enabling improved service delivery by managing interactions with citizens more efficiently.
• Easy-to-use e-Forms and configurable workflows ensure service request information is captured once and routed to the correct department for resolution.
• Multi-channel access facilitates enquiries and service requests through several channels using the contact centre (phone, email) or self-service saving money and improving both the experience and service for citizens.
• Comprehensive reporting allows administrators to track a range of measures including end-to-end time, resolution rates and types of service requests.
• Self-service portal where citizens can track existing enquiries and access integrated services.

All functions from cyclic inspections, condition surveys and routine maintenance works are encompassed within the highways management system. By leveraging our geospatial capabilities, Pentagull is able to offer complete highway asset management solutions across your enterprise.

Highway Claims

• Full end-to-end tracking of the claim throughout it's life-cycle enabling smooth management.
• All claims can be geo-coded allowing the use of geospatial analysis to help identify problem areas.
• All collateral flows with the claim ensuring that the relevant information is always at hand.
• Full business inteligence capability offering elements such as average claim costs and trending values.

Highway Defects

• Full mobile capability allowing field based officers to receive/update work whilst away from the office.
• All defects can be geo-coded allowing the use of workflow routing to field based officers based on location.
• Full end-to-end tracking of the defect throughout it's life-cycle enabling smooth management.

Highway Inspections

• Configurable automated route generation based on specific route frequencies.
• Flexible rule-based workflow engine allows work to be routed to individuals or teams.
• Inspections can be automatically escalated if SLA targets are in danger of breaching.

Support Request System

• Helpdesk tickets are used to capture customer demand for support
• Fully customisable templates allow your organisation to capture the exact information you require
• Flexible rule-based workflow engine allows work to be routed to individuals or teams
• Items can be automatically escalated to supervisors if SLA targets are in danger of being missed

Change Management

• Use the ServiceBuilder Change Management module to enforce your organisation's change management policies
• Fully customisable templates and workflow
• Keep users informed of upcoming changes by publishing details using RSS feeds, e-mail distribution lists and SMS text messaging

Incident and Problem Management

• Keep track of incidents and problems which affect multiple users
• Use RSS feeds to publish important incident and problem management issues to corporate Intranet sites

Hardware and Software Inventory

• Complete integration with the ServiceBuilder Asset Management solution providing a comprehensive inventory of all hardware and software
• Easily access the complete history of an asset, from procurement to disposal, including any support requests that relate to the asset

Flytips

• All flytips can be geo-coded allowing the use of workflow routing to field based officers based on location.
• Uploading of supporting documentation such as photographs to help evidence instances.
• Full mobile capability allowing field based officers to receive/update work whilst away from the office.
• Full geospatial analysis capability to help identify problem areas.

Commercial Waste

• Automated scheduling and creation of collection points.
• Configurable container lists and pricing structures.
• Invoicing capability that improves consistency and helps to cut down on back-office overheads.

Missed Collections

• Full end-to-end tracking of the missed collection throughout it's lifecycle ensuring smooth management.
• Flexible rule-based workflow engine allows work to be routed to individuals or teams.
• Full mobile capability allowing field based officers to receive/update work whilst away from the office.