For service organizations, efficiency is paramount because they are constantly at risk of being displaced by more effective competitors. Internal service departments get outsourced. Established external service providers lose bids to competitors. Gains in efficiency are not only a contribution to the mission and the bottom line but also your service organization’s defense. Atlas is the only solution that can unite your service departments under one management system and adapt to a constantly changing environment, while minimizing the demands of yet another system on your IT department.

Crossover Synergy

Often members of the same department coordinate fairly well, but getting members of different service departments to collaborate on a single incident can be a challenge. With Atlas, you can bring in another work group for a sub-assignment or to work in parallel.

"ClickOnce" Installation

There is no need for service staff to wait for a technician to visit their PC to install this application. They'll browse the customer website, click install and be up and running in two minutes.

Instant Updates

Users can take advantage of new features that have been added to Atlas instantly with automatic updates every time they start the program. The I.T. department never has to lift a finger to install these new versions.

Business Rules

The rules engine will detect conditions and take actions such as sending emails. You define both the conditions and actions, our engine delivers every time.

Complete Customization

Both reports and forms can be customized for your requirements. Start with our designs or build your own. Even complex master-detail forms are supported.

Customer Responsive Upgrades and Support

Elation Technologies is constantly enhancing Atlas in response to customer feedback. We deliver new releases to our customers who in turn make them available to their customers and staff. ClickOnce means there are no deployment hassles.

Self-tuning

Atlas uses SQL Server 2008, a self-tuning database that can handle millions of users. There is no need for a DBA either.

Plug-in With Other Applications

With some customer service applications, keeping your customer list current can be a major undertaking. Automate this chore with feeds from your existing Human Resources database or network directory such as Active Directory® or eDirectory™.

Search Options

Don't remember the incident number? With flexible search options, Atlas retrieves your data easily.

Good communication can be directly linked to decreased operating costs, increased efficiency, and greater satisfaction for everyone involved: customer, staff, and adminstration. But too often we take communication for granted. After all, we know how to talk with people, don't we? Effective communication hinges on your service organization's ability to get the message to the right person every time. Customers need to know that their request has been addressed. Staff must receive their assignments in a clear and timely manner and communicate task status to all parties. Customer feedback must be heard in order to drive ongoing process improvement.

Multiple Request Methods

Customers may submit their request to an intranet web site, or they may speak with a representative through a general service desk or a specific departmental service desk.

Ease of Use

Customers request service via a user-friendly intranet web site with no installation.

Automatic Routing

When customers submit their requests to the web site, the request is automatically routed to the responsible party based on their selections.

Ticket Notification in the Field

Mobile workers receive prompt notification of their assignments sent directly to their wireless devices such as cell phones, smart phones, PDAs, and notebooks. Enhanced functionality is available for Windows Mobile.

Shared Journal

Staff record their progress as they work. Customers, managers, and other staff members can have on demand review in order to receive a complete and current status.

Satisfaction Survey

Ensure quality by getting instant feedback from customers or others in the service delivery chain.

Leadership consultant Robert Staub estimates that “a lack of systemic accountability costs the U.S. tens of billions of dollars a year in terms of employee theft, re-work, inefficiency, workplace conflicts and misunderstandings.”** True accountability involves taking personal responsibility in your work and satisfying customers through accuracy, efficiency, and a willingness to go the extra mile. Atlas is the tool that your managers need to make that happen.

Inventory Control

Many service operations lose money through inadequate inventory measures. Atlas offers advanced functionality including a rapid Point Of Sale (POS) style checkout system, RFID staff identification, online requisitions and approvals, and wireless inventory counting, in addition to the basics such as barcoding. Simplify your barcoding with SKU cross-referencing to take advantage of UPC and other pre-existing barcodes and add your own barcodes only where necessary.

Understand Your Work Load

Every incident is coded by the closing party with a symptom, action and cause. Viewed in aggregate, you'll gain an understanding of what problems customers are experiencing, what actions are performed, and what causes the problems.

Preventative Maintenance

You set the schedule and Atlas creates and assigns incidents for your staff to perform regular preventive maintenance on assets ranging from projectors to service vehicles.

Attach Documents

Customers, Vendors, and clients alike can attach documents to an incident such as photos and diagrams, invoices, and purchase orders.

Smart Time Clock Tracks Labor

Collect vital information from skilled laborers who typically do not work at a computer. Rather than simply punching out at the end of the day they will use a touch-screen kiosk to enter the number of hours worked and completion status of each incident.

Put a Dollar Figure on Each Incident

Combine internal staff labor, parts drawn from inventory, and third-party invoices to provide a complete and accurate cost per incident.

** Staub, R. (2005, January 14) Accountability and its role in the workplace. The Business Journal of the Greater Triad Area.