Facility Core Product
Ticketing
The ticketing function within the Facility Core Product is the operator-facing interface that facilitates the capture and processing of transactions in and out of your facility. The system allows for multi-facility operations across various facility types.
Functionality within ticketing is highly variable and can be set up to suit your requirements via the Configuration and Administration functions within your system.
- Ticketing Display
- Transaction Scenarios
- Docket Printing
- Alerts
- Payments
- Till Shift Management
- Temporary Account Management
- Internal Work Orders
- Additional Features
Facility Management
Data Administration
The Data Administration function within the Facility Core Product includes different administrative functions that can be used to manage different data elements at various levels from site-specific to organisational.
- Users
- Product Management
- Product Pricing
- Contacts
- Contracts
- Contract Pricing
- Cartage Pricing
- Clients & Carriers
- Vehicle Management
- Vehicle Configuration
- Weight Conversion
- Advanced Driver Management
- Regulatory Compliance & Submissions
- Client Pricing
- Seasons
- Payment types
- Locations
- Alerts
- Events
- Data Synchronisation
Facility Core Services
Help Desk & the Customer Service Portal (CSP)
Customers have access to Mandalay’s Brisbane based Support Team, offering assistance with product and system questions, and support.
- Requests are captured via Mandalay’s online Zendesk ticketing portal – the Customer Service Portal (CSP).
- The CSP also includes a library of information, articles, how-to’s, and product release information with articles continually being added and updated.
Access to Support: Standard support hours are 8:00 am to 5:00 pm AEST Monday to Friday. However, Mandalay’s team is available for support 24 hours per day, 365 days per year with non-critical incidents charged at Mandalay’s standard after-hours rates. Business hours support is a standard inclusion of the Facility Product Suite subscription.
Service Level Agreement: Service level performance across all services provided by Mandalay has been outlined within Mandalay’s Service Level Agreement (SLA). Planned service upgrades are notified in advance and take place outside of normal business hours.
60min Response Time: During standard business hours, all service requests received by the Mandalay support team will be responded to within 60 minutes. Incidents are classified according to Mandalay’s Service Level Agreement (SLA) which outlines target resolution times.
Facility Data
Transaction Search
Transaction Search is an easy-to-use ticketing search engine accessed within the naus Intelligence Platform. This application allows users to quickly find a specific transaction or a set of transactions that relate to a customer, keyword, vehicle, ticket number, or date range. Items can be filtered by site and presented in an easy-to-use table format that allows for quick processing of key information.
Customers who are also using the Image Capture product will access images captured with transactions through the Transaction Search application.
Reporting (Standard)
Reports are available via a centralised Web-Based Reporting tool (WBR) which allows PDF, Excel or raw data outputs.
A standard set of reports are included. There are many templates available which allow you to create and run detailed custom reports with ease or create your own customised report templates. Management reports and summaries, client reports, regulatory compliance reports and auditing reports are a few of the reports commonly used.
Reporting benefits are extensive:
- Any user can access the service anytime online.
- Minimal software is required (IE and Silverlight).
- Seeded reports are available.
- Custom reports can be created.
Reports are accessed via Internet Explorer and connect to your site database through the cloud via a secure login. Training will be included and delivered during project implementation
To further extend your reporting capabilities, Mandalay’s Facility Management Analytics product offers a combination of dashboards and detailed reporting capabilities to provide a more powerful and detailed view of your data.
Extension Products
Enhance your Facility Product Suite subscription through a combination of the following extension products to suit your facility and organisation. Each product is available via an additional subscription, once the Facility Core Product has been installed.
- Integrate with more of your existing hardware, solutions, or processes.
- Capture even more detailed data for transformation into useable information.
- Increase your understanding of commercial and community habits.
