Call Logging & RFS Workflow System

Call logging and RFS (Requests for Service) management is undertaken by our three person service management team via a computerised workflow system that gives us high levels of visibility and performance monitoring.

RFS (Request for Service) calls are taken by our helpdesk and logged on our workflow system. The workflow system is pre populated with customer and installed machine details for accurate and efficient logging and tracking of events.

Upon Logging a new RFS a unique tracking number and an automatic email notification message is generated and distributed to key personnel within Ward CNC. (Service Manager, Assistant Service Manager, Sales Director & Managing Director). This system gives a high degree of visibility in real time as all key staff carry mobile email devices.

Calls and customer requirements are prioritized and logged to enable effective and efficient allocation of our field service technician resources in the best interests of all our customers.