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Support Desk

Support, field service, CMMS built into NetSuite

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All support functionality in a single application

Shepherd streamlines and speeds up your processes by bringing customer support, email support, internal support, maintenance, and service together in a single application. Field and plant floor also have visibilty into support activity and vice versa, and all time and material feed into the same records.

Flexibility to delegate

Delegate directly to stakeholders by creating service orders, or assign any case directly to the right manager. All data travels with the support case wherever it is sent, for a clean handoff and unified invoicing and costing.

Support Desk dashboard

Shepherd brings together your service orders, staff, searches, reports, and analytics in a single dedicated dashboard: instant data availability to better supervise and optimize your use of resources.

Shepherd eliminates manual or integrated escalation from customer or internal support.

Interwoven support and service

Since the entire support chain uses the same application, staff may track, analyze, and optimize time and tasks across the entire process: from call to dispatch to resolution.

  • Clean handovers within one and the same system
  • All data travels with the support case and is readily available to every stakeholder in the process
  • Past solutions to customer problems are easy to track and replicate
  • Agents can initiate RMAs and returns directly
  • Create a consolidated invoice for the entire process

Increased visibility and transparency

Shepherd lets you track the entire history of each support request step by step, and allows you to analyze your support processes in greater detail than ever before.

  • Make more efficient use of human resources, eg by passing support calls on to field technicians during service and maintenance downtime
  • See support activities by communication channel
  • Maximize useful time

Powerful tools for your support agents

Shepherd’s support desk module comes with the full bandwidth of communication, management, and EAM tools to enable agents to handle cases quickly and efficiently externally as well as internally.

  • Communicate with colleagues using the iternal chat function
  • Chat support
  • Easily accessible case history per customer
  • Cases can be passed off to the field with ease
  • Technicians can create cases on the shop floor, document them, and forward them to their managers

Get in touch

Let us demonstrate how Shepherd can help your business.

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Support Desk articles

Small details make all the difference
You can have the best tool in the world, but if it’s a pain to use—guess what? You won’t use it. At this point, it is accurate to point out that Shepherd’s solution, whether web- or mobile app has always had positive feedback about user experience and how intuitive it is. But that’s no excuse to sit on one's laurels, so when the opportunity arises to smooth things out for the customer, even if it makes no difference to the functionality, Shepherd tries to do just that.
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How Shepherd makes Configuration beat Customisation
Shepherd’s solution is very well thought-out. So much so that it will meet the CMMS needs of virtually any Field Service, Maintenance Management or Rental operation. Those operations can enjoy very high degrees of tailoring through a comprehensive array of configurable parameters within the product. The net result is a CMMS service that fits a company like a familiar glove, without costing the earth.
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Shepherd’s most popular features for new clients
When you are given a huge choice of options, it is sometimes hard to know where to start, and Shepherd certainly offers a large number of features to its clients. This blog talks about which of those features are consistently part of new customers’ initial list for implementation and why they are popular.
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