EAM and CMMS helpdesk supports the operation of managing and solving incidents of devices and equipment that occur in daily operations. The helpdesk functionality often enables organizations to standardise their helpdesk operations and improve efficiency.
What is EAM and CMMS Helpdesk Functionality?
Enterprise asset management (EAM) and computerised maintenance management system (CMMS) helpdesk functionality is a service that helps customers or end-users when they have problems with equipment, devices, or products. The helpdesk supports the operation of managing and solving incidents that occur in daily operations.
Why is EAM and CMMS Helpdesk Important?
Having helpdesk functionality in your EAM or CMMS software solutions create an opportunity to centralise the organisations helpdesk operations to one single location and gain more advanced request management. As a result, the organisation has the possible to gain multiple benefits.
Helpdesk functionality in a CMMS and EAM solution commonly enables request to be categorised, given a status, priority, sub-category, and classification. This information has the possibility to be displayed in a customer portal or sent by email to the appropriate person.
The helpdesk functionality often enables organizations to standardise their helpdesk operations and improve efficiency. See the other benefits of EAM and CMMS helpdesk functionality.
4 Key Benefits of Helpdesk Functionality in CMMS and EAM
Here are the key benefits that will improve organisational operations by having helpdesk functionality directly in their CMMS or EAM software solution. Find the benefit that could have the greatest impact on your organisation below.
1. Reduce unplanned downtime of critical devices
Critical devices and equipment can encounter trouble at any time during the day and in inconvenient situations. Having helpdesk functionality directly in the CMMS and EAM software solution enables the maintenance team to quickly respond to and fix the issue.
2. Effortless follow-up on status and availability of devices
Within the healthcare industry, helpdesk functionality allows clinical personnel to easily forward issues on medical equipment to clinical engineers for review. Each request can easily be categorised, given a status, priority, sub-category, and classification.
This will help clinical engineers balance their workload, while also enabling clinical personnel to effortlessly see the status of the medical equipment.
3. Improved insight into helpdesk operations
For most helpdesk and service desk teams, the analysis of performance, and rate of incoming and completed issues is essential.
Helpdesk functionality combined with analytics and reporting in your EAM or CMMS software enables organisation to accurately monitor the process and analyse impact of overall performance. This continuous analysis will enable the team to re-strategize accordingly and therefore enhance the quality of the service.
4. Reducing maintenance costs
Reducing unplanned downtime and improving insight into helpdesk operations can lead to decreased maintenance costs through more effective operations. People who experience the issue are more connected to the teams fixing the issues. And at the same time, the helpdesk functionality enables standardisation of fields to make it easier for maintenance teams to quickly grasp the possible issue on the device or equipment.
Functionality to Look For in EAM & CMMS Helpdesk
Each EAM and CMMS software solutions work differently and the same applies to the helpdesk functionality within these systems. The functionality important for your organisation may also vary from others. Here are a few noteworthy mentions you should look for:
- Automatic assignment based on the organisation’s preferences.
- Automatic management of requests with escalation plans.
- Helpdesk that supports Information Technology Infrastructure Library (ITIL) to ensure proper operations are in use.
- Seamlessly integrated into the CMMS or EAM solution.
- Option for a knowledge database.
- Request management through various means as the organisation requires such as individual or group level.
- Supporting Service Level Agreement (SLA).
- Each request should be able to be categorised, given a status, priority, sub-category, and classification.
- Ability to provide updates that can be sent through email.
- Functionality for supplementary questions.
Medusa EAM With Helpdesk Functionality for Healthcare
Medusa is an efficient enterprise asset management (EAM) solution made for healthcare that encircles medical equipment management software (MEMS) and computerized maintenance management systems (CMMS). The solution supports all processes in the lifecycle of a medical and IT-device. Medusa can be delivered both as a SaaS and on-premise solution. Accessible on both web browser and mobile phone.
Summary
EAM and CMMS helpdesk functionality supports the operation of managing and solving incidents that could occur on equipment and devices. The functionality often enables organisations to standardise maintenance operations and improve efficiency. This enables the organisation to gain multiple benefits such as reduced maintenance costs and more. To gain these benefits, the EAM or CMMS helpdesk should include various functionality as mentioned in the article.
How could EAM or CMMS helpdesk functionality support your healthcare organisation?
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