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A major component of the Brains II Canada, Inc. service model is the BSMART service management application. BSMART is a custom application that has been written to Brains II specifications. Currently, BSMART handles thousands of calls a month, and manages a database of over 500,000 supported devices. It monitors all aspects of call handling, from escalation to logistics management. BSMART constitutes an important aspect of Brains II’ support for our network of technicians across the country, which in turn supports our many clients, including those customers with extensive branch networks that require prompt, reliable delivery of hardware maintenance services.
BSMART manages the entire service delivery process, including the following:
Service calls are placed with the Customer Help Desk via our 800 lines. Our dispatchers provide bilingual service on a 7 x 24 basis. In addition to phone-initiated service calls, the capacity exists in BSMART to electronically interface with a Customer’s in-house system automating the process or Customers without an in-house help desk can connect through the facility. At the present time, 60 % of all service calls are placed through BSMART.
BSMARTlink allows our customers access to the Call Management module of Brains II Service Management And Repair Tracking (BSMART). Authorized customer users can open service calls, monitor, escalate open calls as well as generate call service reports.
BSMARTlink benefits those customers who do not have an in-house service call management system as it allows them to manage service calls and monitor the performance of their equipment over a period of time. Access to a customer’s BSMART records is restricted by a profile that includes user ID and password. Each profile is authorized by the customer prior to its creation in BSMART by their Brains II Service Consultant.
Once logged in, the user can:
Brains II has adopted an SLA driven service delivery methodology integrated directly into the BSMART system. Each device and contract is matched to an SLA. When a call is opened, BSMART sets up an SLA timeline. Key metrics include:
If any of these metrics are in jeopardy of being missed the call is escalated to the team leader and a Brains II Service Delivery Branch Manager to determine the appropriate course of action.
Our intuitive service delivery methodology can scan all open calls by the minute, and will generate a pro-active escalation as a call approaches its SLA limit. Once an SLA is in jeopardy of being missed, the Team Leader will page the technician, the team leader and service delivery manager until the SLA or ETA is updated and acknowledged. Alerts can also be group paged for critical server calls. This provides awareness to all levels of technical and managerial staff and ensures that all are actively working on the outage.
Brains II has adopted a Blackberry two-way pager as an integral part of our service delivery methodology.
The pager is integrated into the Brains II BSMART service management application and allows the technician to:
Provide live updates to call status including committing to a call, providing an arrive on-site time and logging the arrival time.
Review the call details, including type of equipment, serial number location, and any information regarding the nature of the problem.
Brains II also offers customers the ability to electronically interface their in-house service system to Brains II Services Management and Repair Tracking System (BSMART). The Brains II secure in-house BSMART system is used by our Customer Help Desk to open service calls, track their progress, escalate, and close calls when completed.
Bi-directional links receive call request information from the customer’s system, processes the information and creates an open service call in BSMART. Once the information has been processed through BSMART, the system can send an acknowledgement to the customer’s Call Management System. The acknowledgement would include the Brains II BSMART reference call number (that is used for all future inquiries related to the call), the reply code and the call time stamp.
This automated interface also provides the BSMART service call update information to be downloaded back to the customer’s Call Management System. This allows the customer to view the progress of the service calls in real-time through their own in-house Call Management System.
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