About SD Pro

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About SD Pro
Support Desk Pro is the powerful SQL based
solution to the challenges of running a
professional customer service company and
delivering valuable information to your
customers, sales and support staff, and
management alike.
From the production of professional quotations
that can be saved as pdf files and emailed to
customers, SD Pro will then take you through
order processing to track equipment and serial
numbers back to the Customer account and onto
next years renewal if you so choose.
Log support calls quickly and easily with email
notification to Customers and Engineers, plan
installations and see at a glance the outstanding
calls and who owns them.
Give Engineers immediate access to their
schedules and calls to update and close in real
time.
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• From a Quotation.
• Multiple Quote Versions
• Produce Costing Sheets
• Order Confirmation
• Purchase orders to Suppliers
• Serial Number Tracking
• Stock Control
• Order tracking
• Raise an Invoice or Pro-forma
• Add New Equipment to Contract

Quotations
From easy to enter forms, create a professional
quotation that can be emailed to your Customer
via Pdf. Pick items from stock look ups, include
pictures of the products and link back to the
manufacturers web pages for technical information
if required. Multiple revisions of the quote
gives quick and easy modification, with instant
recalculation of profit and margin .
Once the Quote has been accepted Support Desk
Pro will assist in the flow of the order from
supplier (or stock) and track the serial number
back on to the Customers equipment file.
Trace-ability Trace the order back from goods
received via order number, customer account,
internal ref and quote ref.
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• Support Call Logging.
• Email Confirmation to Customer
• SLA Links To Contract
• Third Party Contract Notification
• Engineer ETA Confirmed to Customer
• Email/Pdf information to Engineers
• Email Escalation linked to SLA Targets
• Documents Linking
• Workshop Module
• Completion Email to Customer

Support Calls
Enter Calls quickly and easily and allocate to
teams or individuals. Email confirmation keeps
the Customer informed of call number and Engineer
ETA. Customers can then track the call over the
Web. SLA Targets alert users of the progress of
the job as it approaches critical points. The
Outstanding Calls Screen gives an instant colour
coded view of the severity and priority of the
calls across the entire client base.
Engineer Job Sheets can either be printed, faxed
or emailed to the engineers with Pdf attachment.
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PDA Access
On Completion the Customer Signature is linked
straight back the job at the Central Database.
Engineers can see forward schedules, log on and
off site and add tickets.
Engineers can see the previous activity and
support given by other Staff.
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IIS Server PDA Tracking
IIS Server (SD Pro Pages)
Escalation Software
SQL Server
PDA Clients
Exchange Server
Email to Clients
Web Clients
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Engineer Scheduling
From the Scheduling Board you can either quick
view to schedule new or update existing
call-outs. Schedule Holidays and choose colours
to identify different types of work to carried
out. Show Holidays, Bank holidays and sickness
days per engineer.
The new Planner view gives the options of
Hourly view, 1 day, 3 Day, 1 week, 3 weeks, 1
month, 3 months, 6 months or 1 year to view.
Generate Engineer Call Sheets to Printer, Fax or
Email with Pdf attachment.
Engineers have instant access to their calls via
the PDA interface. They can update tickets on a
call and complete calls whilst on site.
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Maintenance Contracts
Each Customer can have several different
contracts, each having different SLA targets and
different Calendars of cover. Contract
performance reports will give you both
information on the performance of your staff in
hitting SLA targets and the critical information
on the cost of maintaining each and every
contract. Contract details can be printed at any
time and additions and changes are highlighted
within the Customer equipment list. Both
contract and non-contract items can be stored on
the Customer Account, giving immediate
information to support staff of chargeable or
non-chargeable support calls. Renewals Renewing
contracts within Support Desk Pro takes 3 easy
steps. The renewals screen is date based, giving
you a view of up-coming renewals, equipment
additions and costs. You can uplift the contract
for the coming period by a fixed amount of
percentage. Then generate the revised Contract
for signature and the Invoice, the details of
which can then be updated to your accounts
package.
.
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On Line Support
Selling products is only half the process.
Installation and on going maintenance is
something we invest very seriously in. We can
support all installed product anywhere in the
world with our remote take over software.
Just click below to link up to our support
staff then click the button in the
left hand pane.
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Web Access
Either via Computer or PDA, your staff and
Customers can access the information on
outstanding calls as well as log new calls and
view call history. (When logging tickets against
a job, your staff can mark then as private to
ensure they are not published on the web.)
Engineers can either enter a job number or go to
the Customer Screen to update Calls.
Customers can see all non-private tickets
against a call, reducing telephone call traffic
to your support centre.
Customers can take reports on calls over a given
data range and view their contract to
non-contract usage.
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Integration
With Microsoft SQL as the engine for Support Desk
Pro, we have made the policy decision not to lock
the database tables. This ensures that any third
party report generator can access all the data
within the Database.
Support Desk Pro has open integration with
Multimap in order that we can generate location
maps on each and every client postcode within the
database.
Integration with Outlook, Word and Excel are key
parts of the document creation and document
linking within Support Desk Pro.
After generating Sales Invoices, Purchase Orders
and logging Purchase Invoices, Support Desk Pro
can import from and export to most Accounting
packages including Sage, Access Accounts,
Datafile and Exchequer.
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Reports
There are over 100 definable reports within
Support Desk Pro, including

• Customer Call History
• SLA Performance
• Engineer Schedule Details
• Calls per Customer per Month
• Calls by Category by Close Time
• Outstanding Quotes
• Accepted Quotes
• Contract Renewals Schedule
• Contract Cost v Revenue
• Equipment Keyword Search
• Stock Control
• Order Status

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Engineer Location
From the Scheduling screen the location button
will display the current location of all selected
Engineers in relation to the target site. Over
GPS, the location can be via a vehicle receiver
or location via the Engineers PDA. Full History
of Engineer Visits, on site and off site
times. ETA Manager The ETA Manager will alert
you of probable late arrivals before they occur,
giving you chance to contact your Customer before
they contact you.
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Customers
Our wide range of Customers cover from NHS Trusts
to Worldwide Telecoms Distributors and include
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Contact us
Clockwork IT Ltd The Manor Haseley Warwick United
Kingdom CV35 7LL Tel [phone]
605950 Email sales_at_clockworkit.com
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• ..on Campaigns
• Run Multiple Campaigns
• Allocate Prospects to Staff
• See every Call, Quote and Order
• Set Target Turnover and Profit
• Import Prospects from CSV files

Campaigns
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• From a Quotation.
• Multiple Quote Versions
• Produce Costing Sheets
• Order Confirmation
• Analyse Sales Performance
• Purchase orders to Suppliers
• Serial Number Tracking
• Stock Control
• Order tracking
• Raise an Invoice or Pro-forma
• Add New Equipment to Contract

Quotations
From easy to enter forms, create a professional
quotation that can be emailed to your Customer
via Pdf. Pick items from stock look ups, include
pictures of the products and link back to the
manufacturers web pages for technical information
if required. Multiple revisions of the quote
gives quick and easy modification, with instant
recalculation of profit and margin .
Once the Quote has been accepted Support Desk
Pro will assist in the flow of the order from
supplier (or stock) and track the serial number
back on to the Customers equipment file.
Analyse Sales Performance See at a glance the
quotes raised and closed by the sales teams.
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• Contact Management
• Easy to see Contacts, Quotes, Activities
• Set Reminders to Outlook
• See Team Calendars
• Multiple Account Managers

Contact Management
Easy to use customer screen to see all associated
contacts at each site.
The activity screen sets reminders and future
call backs, appointments and emails.
The flexible to do list shows all calls,
appointments and reminders for the current and
future months.
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• Order Processing
• Raise PDF orders to Suppliers
• Stock Control
• Goods Received Register
• Serial Number Tracking
• Picking Lists/Despatch Note
• Supplier Invoice Register
• Customer Sign Off
• Invoice
• Batch to Accounts

Order Processing
Easily identify Orders that need processing and
satisfy from current stock where unallocated
stock is available.
The Stock Module will alert if the stock item
price has fallen since the order was taken,
ensuring the best price is ordered from Suppliers
Serial Numbers will be allocated to the Customer
equipment file and included in Contract Renewal
Calculations where applicable.