Installation contractor makes dispatching software

Nov. 2, 2001
November 2, 2001 The package also produces customized reports.

USNet (, a provider of cabling, networking-hardware, and computer-system installation, has introduced a customer-relationship management (CRM) software package called CallTrac. The program keeps track of technicians' abilities and performance, maintains updated records, and prepares customized reports.

"There are two main goals for CallTrac," said Chris Stern, the company's director of operations. "The first goal is to manage the technician base, to make certain we are assigning the right technician to the call. The second is to maintain the customer relationship by getting customers the information they need, in the format they want it, in a timely manner."

When a customer places a service call, CallTrac displays a list of technicians in the area, along with the technicians' qualifications and a history of performance on prior calls. The historical file is updated nightly. Also included are notes about the technician. "We see all of the history before making a judgment on whom to send," Stern says.

The company says that the system was designed for flexibility, so it could generate a series of reports for customers and technicians. Customer reports range from a single page showing all information about a particular call, to a summary of every call closed during a particular time period.

Sponsored Recommendations

imVision® - Industry's Leading Automated Infrastructure Management (AIM) Solution

May 29, 2024
It's hard to manage what you can't see. Read more about how you can get visiability into your connected environment.

Global support of Copper networks

May 29, 2024
CommScope designs, manufactures, installs and supports networks around the world. Take a look at CommScope’s copper operations, the products we support, our manufacturing locations...

Adapt to higher fiber counts

May 29, 2024
Learn more on how new innovations help Data Centers adapt to higher fiber counts.

Going the Distance with Copper

May 29, 2024
CommScopes newest SYSTIMAX 2.0 copper solution is ready to run the distanceand then some.