A fully integrated software package dedicated to the management of RSL interactive kiosk and display systems. The Watchman system provides fault reporting, system status, service call management, engineer management, call archive and statistical analysis to list only some of its functionality.
Watchman is the hub that allows us to maintain, track and analyse the functionality of RSL systems, ensuring maximum uptime whilst efficiently co-ordinating the efforts of our engineers and partners.
The system populates, stores and processes information from a variety of sources; including kiosks, display systems, customers, engineers, partners and RSL technical support staff. The system is web based so no special software tools are required to use the system; just a web browser and an internet connection.
From a customer perspective, the services available are online logging of fault calls (an SMS is generated to service support staff), system status, outstanding calls, calls archive, kiosk usage statistics and RSL service performance statistics. The system status section allows the user to see a network of systems and quickly determine if any need attention. A traffic light system is used to indicate; last 5 reboot reasons, system polling, display on/off and printer status. These parameters will allow a quick assessment of system health.
If a service call is required then the fault may be reported online. The system will automatically generate service calls so it may be that an engineer is already processing a fault before an issue has been manually recognised! An SMS is sent to support staff, who assign a call to an engineer who again receives an SMS. The engineer files a resolution report when the call has been attended and the customer is informed of progress, via email, at each stage of the process.
Kiosk usage statistics are available through the system. This will show the number of times each website or resource is visited by month and time of day. The websites and resources are categorised into plain English so that the user is not trying to decipher a web address. These statistics will also show a line for the browser time-out which is a good indication of number of users of the kiosk.
The system performance in terms of reliability may be checked within the calls archive. All service visits to the installation are logged here as well as the engineers report. The performance of RSL’s engineers may also be checked and key performance indicators such as first time fix rate can also be viewed.
Overall, the RSL Watchman system is a powerful system management tool that allows RSL to provide outstanding servicing performance whilst allowing full transparency to the service contract holder.
