|
| |
Service Management
Reengineering service operations to provide new levels of customer service and
profitability.
Knowledge within reach:
Service Management is a complete solution offering the enterprise-wide
integration needed to turn your service capabilities into a profit center.
Real-time access to detailed service information lets you adjust technician
scheduling, change repair priority levels and execute change orders in an
efficient and timely manner.
Adaptable by Design:
Service Management provides control over day-to-day service operations using a
common interface and automated functionality tailored specifically to the
service industry. Information can be defined according to the type of customer
product or service you provide, including your contract pricing, billing terms,
time zones, service areas, repair routes and escalation procedures.
Business Solutions for Your World:
Scalable. Integrated. Service Management has the functionality required by a
busy service-center operation to balance service effectiveness and
profitability. Sophisticated time zone tracking and the ability to forward
remote service calls to a centralized dispatch office allows the series to be
scaled to large and complex service organizations.
Service
Management Series Modules
Service Call Management
Service Call Management allows you to lower your costs while increasing your
overall efficiency by providing the information needed by service managers,
dispatchers, and technicians in a single easy-to-manage user interface. With
Service Call Management, the right technician gets assigned to the right job
with the right parts, preventing wasted time and travel.
Contract Administration
Contract Administration has the tools you need to effectively manage complex,
multitiered contracts, quotations and warranties, putting you in a better
position to maximize your service revenue. Tracking customer contracts, quotes
and equipment histories becomes a point-and-click process. You'll know
everything you need to know about your customers when they call, instantly
locating their equipment and service contract status and history.
Preventive Maintenance
Preventive Maintenance manages the details of your service agreements, ensuring
you deliver on your contract obligations. Preventive Maintenance tracks and
schedules preventive maintenance calls, ensuring the right parts, the right
consumable supplies and the right technician are in the right place at the right
time. The system can even provide directions by integrating to many widely
available map applications.
TechAssist
TechAssist is like having another field service expert on your staff, helping
technicians record and retrieve the information they need to do their jobs. With
immediate access to customer and equipment information, technicians can make
informed decisions.
eService Call
Reduce the direct cost of operating your customer service center and
simultaneously increase customer satisfaction with eService Call; a self-service
tool customers can use to solve their own service problems. They can log service
requests, check the repair status of a call, and enter their own meter readings
via an Internet browser.
Returns Management
Returns Management brings order to the complicated returns process, streamlining
the process for tracking and processing repairs and providing a central
management point for part returns. You'll be able to support high-volume repairs
and rapid turnaround, while creating levels of service tailored to individual
customer needs. You'll always have the most recent information regarding the
status of a return using Return Management's inquiry system. Your customers will
be satisfied to know you're aware of their service situation with the latest and
most accurate information regarding the repair or return of parts and equipment.
eReturns
eReturns allows you to provide your customers with a convenient, easy to use
interface through which they can initiate and monitor the returns process. After
logging into a secure website, your customers will be able to create new Return
Materials Authorization (RMA) documents. The status of these open and historical
RMA documents will be available through eReturns, keeping your customers
informed of how the return process is progressing at all times. Using eReturns
results in lower operating costs due to fewer calls from your customers into
your call center to find this information and leads to increased customer
satisfaction because your customers have access to all this information when it
is convenient for them.
Depot Management
Depot Management helps companies manage the internal repair process, minimize
costs and improve repair turnaround time by streamlining the receipt, repair and
disposition of returned products. You'll be able to manage high volume repair
facilities at multiple sites promptly and efficiently.
|
