For years, businesses ranging from security firms, shopping centre management to cleaning services had a major problem – how to efficiently manage the ‘people’ component of services and incidents without a costly ERP or HR system.
The new, all mobile Incident Desk People Management platform with facial recognition by Solution House Software solves this by effortlessly combining identification data on suppliers, staff, sub-contractors and even people on watch lists, for far less than the cost of traditional service management tools.
The problem
Tiaan Janse van Rensburg, commercial director of the Cape Town-based Software-as-a-Service company, says efficient incident and service management relies on complex task and identity management protocols, previously the domain of top-heavy enterprise systems.
“A lot of small and medium companies think they’re doing an OK job of managing these inherently complex and information-intensive activities, and in a way they’re right – throwing people at the problem is marginally better than shelling out on a pricey business system. But in no way is it better than the real thing, if only the real thing wasn’t so expensive.”
Fortunately, Incident Desk’s modular, no-code architecture makes for a far more accessible and easily adaptable solution that can be rolled out quickly, Janse van Rensburg explains. “We saw an opportunity to develop a solution for the small and mid-sized enterprise market, where most of the managers and workers are mobile, and a diverse set of services and incidents are being managed, from ordering uniforms to COVID checks, contractor enrolment, fines and warnings,” he says.
Features and benefits
The Incident Desk People Management mobile solution consists of two modules:
1. Facial recognition-enabled enrolment, used for capturing an individual’s personal file, and
2.Service management, where incidents and service requests can be logged against an individual.
Janse van Rensburg explains the benefits in a range of scenarios.
•A manager can check if an employee has been enrolled in the system simply by taking a photo. Incident Desk People Management will check for a facial match and provide the options to view the personnel file or log a service. (The same goes for people on watch or exception lists.)
•If a match is not found, the manager can enrol the employee following an easy-to-use wizard and completing a questionnaire, which varies depending on the manager’s access rights and the employee’s role.
•Once enrolled, the manager can log incidents or service requests against the individual’s name from a pre-populated list, including a standard operating procedure check list.
•The service request will then be routed to the relevant person or department, depending on the request type and location. The user in question can respond to service requests using the smart phone app, upload documents and photos, and update the status of the request.
Janse van Rensburg says Incident Desk People Management adheres to a strict PoPIA compliancy process with a stored and auditable user policy acceptance, encryption, and restricted and pre-approved data sharing lists.
“Incident Desk People Management presents a complete, flexible, easy-to-use-and-adopt people management solution in the incident and service management space, at an affordable price point. We expect robust uptake across a range of verticals in the SME arena as organisations seek to improve their efficiency at competitive rates.”
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