ServiceDesk 4.8.49 Update 01/17/18

Service Company Solutions (SCS) is the same company that brings you "The Blue Book."  Over the years, this company has developed many superb supplemental systems that are targeted, primarily, toward assisting appliance repair companies.  A relative newcomer, in their array of services, is provisioning and support of complete and robust telephone systems.

This is good because, obviously, Rossware clients need good telephone systems. 

More fully, Rossware clients would like to have telephone systems wherein it is very easy to do direct integration. 

One purpose of such integration is auto-dialing.  Put simply, you see a telephone number in ServiceDesk and want to dial it.  Just click, and the dialing is done for you.  It's beautiful. 

Another purpose is Caller-ID. 

The phone rings. 

Maybe you'd like to know real stuff about the caller before picking up the line (e.g., the circumstance of any job or jobs that may be pending for that person, any history of past jobs, etc.).  Maybe you'd like to simply use the Caller-ID number and name as basis to easily and accurately insert into a Callsheet. 

Integration with Caller-ID makes all the above into reality. 

As the phone rings (and if in ServiceDesk it is the first vacant Callsheet that is selected or turned to), ServiceDesk will place the caller's telephone number into a little window next to the Callsheet's first telephone number box.  All you must do is click on that little window, and the number inserts for you.  Besides the fact this accurately places the number into the box, it simultaneously triggers a search in your ServiceDesk Customer Database on that telephone number.  Thus, you'll instantly see references to all such present and past jobs as had any involvement with that telephone number. 

Similarly, ServiceDesk will place the caller's name into a little window next to the Callsheet's CustomerName box.  All you must do is click in that window, and, again, ServiceDesk will insert the contents into the Callsheet's adjoining box.  This likewise triggers a relevant search in the Customer Database -- though in this case showing results based on the name, as opposed to on the telephone number. 

Imagine picking up the phone and saying:

"Hello Mrs. Johnson.  I bet you're calling about your washing machine repair.  I see, in fact, we just get parts in for it, and we were about to call you."

Or, at the very least, being more prepared, than otherwise, to provide relevant and excellent assistance.  Your customers will be very impressed. 

Such functionality has been offered in ServiceDesk for a very long time.  However (and sadly, we feel), most users have failed to take advantage.  A large reason for this is that not all telephone systems can participate in such communication as is needed to make these integrations work.  Even for those systems that in theory can so communicate, morevoer, it is sometimes precipitously challenging to complete the needed setup. 

That's why this new cooperation is so great!

Working together, Rossware and SCS have configured elements on both sides so that, if you are a SCS telephone-system client, it becomes virtually a "piece of cake" to have full, perfect and robust auto-dialing and Caller-ID functionality within ServiceDesk. 

It's a super-powerful thing, and now you can have it easily, along with getting into a wonderful telephone system to boot. 

To learn more, your first step will be to explore with SCS what are the particular telephone system solutions they offer.  Here is a link.