Sysmex Customer Support System - Sysmex New Zealand

Sysmex Customer Support 

System 

Fozia Khan 

Slide 1 

Sysmex New Zealand Ltd

Current Customer Support System 

The current web problem tracking system (aka Web PT) was 

introduced in 1997. 

• This interfaces directly with the Sysmex Problem tracking 

system which is used by Sysmex staff. 

• Logging DCFs and more information via this method is 

efficient and allows the customer to keep track of the status 

of their DCFs. 

• DCFs are available for customers to view for 2 years after 

they have been closed. 

• The interface however has not been changed since when 

this was first introduced. 

© Copyright 2012 Sysmex New Zealand Ltd 

Slide 2

• Accessed via the Sysmex NZ website : www.sysmex.co.nz 

• Customer click on ‘Customer Support System’ ‘Launch 

Customer Support Service’. 

• Presented with a pop-up for login credentials: 


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• Current system has great functionality, however, the 

interface is not intuitive. 

• The challenge was to incorporate the functionality into a new 

look user interface which allows for easy access to: 

– Log a new DCF 

– Add more information to existing DCFs 

– View replies from Sysmex 

– Access all documents under a DCF on the same page 

– Sort data using variety of different categories 

– View closed DCFs and DCFs by current status. 


Slide 7

New Web PT 

• Login via the same method: 


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Open DCFs 

• Homepage is the ‘Open DCFs’ by ‘Created Date’ view. 

• To view DCFs, click on the ‘+’ sign which then expands the 

view to list all DCFs logged on that day: 


Slide 10

View DCFs 

• To view the various documents under a DCF (e.g. more info 

and replies), click on the DCF name which then expands : 


Slide 11

View DCFs 

• Once you have found the document you are after, click on 

the document name to open: 


Slide 12

Sorting DCFs 

• Customers are able to click on the various tabs to re-order 

the information to their preference i.e. order open DCFs by 

problem ID, by status, originator, etc. 

• Under the ‘All DCFs’ view, customers can view closed DCFs. 

These can further be filtered by using the ‘Status’ tab. 


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Most recent replies view 


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Search 

• The ‘Search’ page is a full text search – so it will match on 

whole words only. 

• For a wildcard search, please use a ‘*’ as in the example 

below. 


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Log a new DCF: 


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Log a new DCF 

• To do this, click on the ‘Log new problem’ button at the top of 

the page. 

• The fields in blue are compulsory. This is to ensure that the 

correct & vital information about the problem is being logged. 

• Screen shots will need to be attached in a separate 

document which can be uploaded on this page. 

• Click on ‘Save’ to log the DCF in our system or ‘Cancel’ to 

discard the form. 

• You can log more information against an existing DCF. Just 

open the existing DCF and then click on the ‘Log Further 

Information’ button. 


Slide 20

Log Further Information 

• This opens a new blank form for logging this information and 

attaching any relevant files: 


Slide 21

For Multilab users 

• Multilab users can access multiple site’s DCFs under the 

one login. 

• There is a list on the left hand side navigation that allows you 

to select the site. 

• The list of sites is in alphabetical order and the default view 

is the first site in the list. 

• To look at DCFs for a different site, click on the site name at 

any time and this will load the new settings. 


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To close a DCF 

• If you require a DCF to be closed, simply find the relevant 

DCF from any of the views and then Click on the ‘Close 

Problem’ button: 

• This will open a new dialog box where you will be asked to 

provide a reason for closing the DCF: 


Slide 24

Re-open a DCF. 

• To re-open a DCF which has previously been closed, simply 

find the DCF under the ‘All DCFs page (Under status 

‘Closed’). 

• Click on the DCF name and then the ‘Log Further 

Information’ button. This will automatically re-open the DCF 

after you have saved the further information page. 


Slide 25

Beta testers 

• We would like to say Thank you to the Canterbury District 

Health Board LIS Team for being the beta testers for the new 

Web PT product. 


Slide 26

Questions: 

When 

• The rollout for the new Web PT for all customers is 

scheduled for mid- November. 

How 

• This should happen automatically behind the scenes. We will 

send out communication before this happens. Login as usual 

via the sysmex website and click on ‘Customer Support 

system’. 

• If you require a new login for anyone at your site, please 

email support@sysmex.co.nz and we will sort this out. 


Slide 27

Questions: 

What 

• You would need to ensure that users of the Web PT system 

have access to java and javascript enabled in their web 

browser. 

• Documentation on usage is accessed via the ‘Help’ icon. 

Why 

• This allows you, the customers access to all the DCFs you 

have logged, in one place. Quick access to DCFs where we 

are waiting for your response and where you can log more 

information at the same time. 


Slide 28

Thank you! 

© Copyright 2012 Sysmex New Zealand Ltd Slide 29 

Sysmex New Zealand Ltd

Sysmex Customer Support System - Sysmex New Zealand

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