SAN FRANCISCO -- Cantaloupe Systems is expanding its software collection with Seed Service Desk, which makes possible Web-based service ticket management. Like all Seed Platform components, it permits information to be entered and tracked through any PC or device with a Web browser, including iPads.
Seed is a Web-based integrated suite that includes telemetry, cashless transaction processing, analytics and vending management system applications. The new application helps vending technicians and service managers perform more efficiently by reducing the time needed to record, relay and manage assignments for technicians.
Offering easy creation of service tickets, it presents an easy-to-use Web-based form that enables nontechnical users (like sales and clerical personnel) to enter the necessary information in response to customer calls.
Seed Service Desk is integrated with platform's alerts feature. When Seed sends a warning of a bill jam or reports that a machine's temperature is outside a preset range, the service manager can create a ticket in seconds; only three mouse clicks are required. The program also expedites dispatching through "drag-and-drop" assignment of the requested service. After the service ticket is filled out, it goes to a specified work queue and is sent to that queue's technician, or technicians, by short messaging service or email. The operator also can choose to enable restricted-permission log-ins for customers, permitting them to enter service tickets online without having access to other Seed features.
Several vending operators have been involved in the development of Seed Service Desk. Among them is Refreshment Solutions in the New Orleans market. "Seed Service Desk helps us reduce the 'time overhead,' so my techs can handle more calls," Refreshment Solutions general manager Jennifer Toomey reported. "It's also useful that Seed Service Desk is integrated with alerts in Seed. Every morning, my service managers can scan through the day's alerts and focus only on new problems without wasting time on old alerts which already have open service tickets."
Cantaloupe Systems product director Justin Grant emphasized that vending service departments often have to deal with hundreds of service calls per week and that Seed Service Desk reduces time required to manage service tickets. "This means less time wasted on the phone and on the PC, and more time fixing broken machines driving sales and customer service," he said.
Cloud-hosted Seed Platform supports Seed Mobile, an easy-to-use route driver app for iPhone and iPod Touch devices. Optimized for ease of use and driver efficiency, Seed Mobile makes use of smart-device hardware to enable fast, accurate data entry and to deliver rich graphical displays. It makes use of the photo, video, and other popular features of iOS to provide a powerful mobile management tool.