We can help you consolidate many of the traditional tools used in your workplace into our platform. We do this by building digital workflows to facilitate your processes, providing a faster, automated and more effective way of working.
The term Service Management is quite broad but together with the word Enterprise, you can incorporate any business process into the platform.
Here are some examples of what our platform can facilitate:
...and just about any other process you can think of.
eservicemanager officially launched to the public as a Software as a Service (SaaS) in April 2019.
Previous to that, eservicemanager was restricted to a group of businesses and professionals agreeing to participate in the development and testing of the product since March 2014.
We provide support to all subscribers using in-built support functions, offer a comprehensive help centre and community website. Phone, remote and on-site (where available) support is at an additional 20% cost of a PRO license (annually) providing direct access to our talented team in Adelaide during local business hours.
eservicemanager has been developed with the intent to host multiple businesses on a single platform, distributed across multiple global datacenters. By architecting the product this way, we are able to provide fast and efficient updates without compromising your data and customised content in the business layers. This is a unique feature of the platform compared with other competitors who must create and maintain separate server installations for each client, ultimately costing you time and money for upgrades.
During 2020 in light of the COVID-19 pandemic we introduced specialised assessments, email templates and dashboards to manage employee health and safety. This was made instantly available to all subscribers without the need to download and install add-ons.
eservicemanager has been created using the Microsoft .NET Framework with a combination of licensed and open source development tools. We carefully select the libraries we use ensuring they integrate perfectly into our product.
Microsoft SQL Server is used to store and perform data related functions.
One of our development goals is to ensure we include enterprise grade features into the platform limiting the amount of third-party plugins and integrations, further reducing unnecessary costs.
Being a pure web-based platform, we take security seriously by basing our design and configuration of our platform software and infrastructure on the Open Web Application Security Project (OWASP). We have a range of preventative measures in place to ensure our configurations, processes and data are secured using current recommendations and technology to, from and in-between our services.
Due to the sensitivity of business data and functionality (particularly integrations) contained within the platform, we have made an executive decision to mandate in-house development of the platform. We are not a start-up looking for quick wins by outsourcing development which may potentially place the quality, integrity of the product and your data at risk.
The product is 100% developed in Australia by Evan Psarakis.
We take a daily backup of the SaaS environment for administration purposes. Please note that restoration services will incur professional services charges due to the complexity of utilising shared infrastructure. It is important to note that most records in eservicemanager are not physically deleted, and can be recovered through the user interface.
While we store the data entered into the platform, the data remains the property of the subscribing business. It can be extracted using the export features in the tool by registered officers at any time. If a subscription is terminated, all data related to the division will be removed. Further details are provided in our Privacy Policy and Terms of Use documents.
From our experience, we've seen that code-less platforms are great for quick results, but can often leave gaps in functionality and a restricted user experience. To address this issue, administrators can configure core workflows and forms through our intuitive user interface without code.
For complex scenarios, we recognise the need for developers to design content and functionality, therefore we provide in-app development tools to ensure you achieve your goals without compromising on your objectives.
We prefer the use of our hosted service however, we can supply the installation files to licensed PRO subscribers with a legitimate requirement.
Yes, we have tested installations of the application using the free tiers on both platforms. Because we have built for efficiency, the product runs nicely on very little resources (1 CPU, 1GB RAM, SQL Express) further saving you from spending on unnecessary infrastructure. Depending on your environment, you can expand and upgrade resources as required to boost performance for heavier workloads.
We're flexible in delivering the platform with your choice of cloud provider as long as you manage the infrastructure, configurations (including security) and software upgrades.
After lengthy performance testing, the application is distributed from Sydney (Australia) or San Francisco (United States of America). Our plan is to create multiple application servers in key regions pointing to a database cluster.
Depending on whether you choose to use our SaaS platform, host the application on-premise or with your choice of cloud provider, results will vary. This is determined by various factors including the location of the data centre, the latency between your sites and the data centre, CPU and RAM allocated to the web and database servers and how the web server is configured.
Being a full web-based application, we leverage the ability to cache downloaded content to speed up client functions. We continually aim to ensure our UI is efficient, keeping loading times to an absolute minimum.
Australian English is the core display language, with the list of languages continuing to grow over time. eservicemanager is aware of your browser language preferences and will load words based on that. When creating custom form fields and profile lists, you have the ability to define words for multiple languages which then render in the correct language in your browser. This is available now for PRO licensed subscribers when using the Screen and Profile Designers.
We've chosen to create a single UI / UX for any device, therefore there are no dedicated apps for Android or iOS. You can install the app on your phone by visiting the login page in your preferred browser and by clicking on the 'Add to Home Screen' option. We have pre-configured settings instructing your device how to display eservicemanager. Over time, we will continually build upon the progressive web app technology of browsers to include an offline mode for remote users.
The eservicemanager product was the first Service Management platform to offer a single use interface for any device.
We offer a concurrent licensing model rather than fixed seats. From our experience, users aren't using these applications 100% of the time therefore doesn't make sense to charge based on assumed use.
No, people marked as customers are allowed access to some resources by default. This includes public calendars, news and knowledge articles, taskboards and records permitted by an assigned security role of your choice. With the exception of Surveys, Tickets and Tasks (including Approvals), no other editing of records is permitted by a customer.
Yes, when registering your business for the first time using our SaaS platform, you will automatically receive a 30-day PRO license for 5 concurrent officers. If you allow the license to expire, your instance will revert to the FREE licensing tier automatically.
Yes, we allow you to continue using essential items created using a PRO license such as screens, forms, reports and email templates. However, you will not be able to modify the content of these items unless a PRO license is reinstated. Some services such as API's, monitoring, scheduled tasks and web pages found only in the PRO license tier will stop functioning completely.
To be an entrant in the Gartner Magic Quadrant, one of the main criteria is that the product earns over a certain amount of revenue per year. Being a start-up, our current strategy is to increase awareness of our product and services using alternative methods that do not restrict us from showcasing our abilities.
Our product has been designed from the ground-up, and is not dependant on third-party cloud services.
Stand-out features:
We welcome the opportunity for any service-related industry to 'give us a go' and compare what we offer over other competitors. We've carefully built eservicemanager to address the pain points present in highly marketed yet underwhelming, expensive products. Our enthusiasm, dedication, experience and knowledge to lead all industries in Service Management best practices have been neatly packaged inside the platform.
As an Australian business, our innovation capability is present and, if not better than our overseas competitors. We value the local investment in education, experience and dedication of our Australian colleagues and ask you to consider this in addition to our high quality product. Working with us will help support our local Australian business, product and talent.