The Diary Management component allows staff to book students on to appointments for any number of service teams, such as Student Advice, Counselling, Disability, Registry, Accommodation, Finance etc. SID Case Management allows Counsellors, Advisors and Academics to record sensitive case notes relevant to their service and ensure that no one else can see them.
Students no longer have to wait in lengthy queues as when they swipe their student ID card to join a queue for any service in any building, the SID Queue Management component will tell them how long they can expect to wait, where to go to see an Advisor, and if an institution has the SID Case Management component, the student can go for a coffee and receive a text message when they are close to the top of the queue.
Clients can create an enquiry on the web, upload documents track progress to resolution and communicate with help desk staff. Enquiries are automatically allocated to the appropriate team based on enquiry categories and staff progress the enquiry or request advice from specialist advisors which is invisible to the client. A “Respond By” tool allows alerts to be sent to counsellors to ensure cases progress as expected.
Staff can create published events; allow staff and students to browse them on the web and book on to each event. A call centre approach provides support for telephone or email bookings. Location, time and maximum attendees are also included.
You can poll an existing or new email account to gather enquiries and have them automatically logged and allocated to a team. Any file attachments will be uploaded to the new enquiry. Email responses containing the enquiry number will automatically be added to the call history.
All enquiry actions are data driven and administrators can set up as many actions as required to support your business processes. Enquiry actions can be set to appear on enquiries with a specific status and made available to staff, clients or both.
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