A Smart System for a Complex Task
Our Software
Our Service Management system (SM) is a powerful enterprise solution, providing an elegant and ubiquitous single interface for all Customer Service and Support activities, from the Customer's Service Call through the Shipment and follow-up. From the RMA Request, through the Work Orders, Quotes, Credit Memos, Parts Sales, Labor Billing, Credit-card processing, everything else you need to manage a complete Call Center / Service / Support organization.
Major Benefits
Key Features
USER INTERFACE
- Web based
- Intuitive navigation
- Query, lookup, and drop down selection throughout
- Customizable
FLEXIBILITY
- Customize field names
- Use your company's terminology
- Customize and save queries by user
- Get just the information you need when you need it
- Customize menu access
- Streamline your access without any clutter
- Customize tab access
- Customize field access
ROBUSTNESS
- Manage any service process from the most simple to the most complex
CALL CENTER MANAGEMENT
- Manage Incidents
- View Warranty Coverage at a glance
- Create Part Sales Orders
- Issue Credits
- Generate RMA
- Escalate Issues
- Send automatically populated email forms and notices with RMA tracking links
INFOR XA INTEGRATION
- Sharing of sales order, shipment and invoice information
- Creation of customer orders
- Creation of credit memos
- Application of system price books
- Options for XA order processing
- Master/code file information
- Inventory
- Manufacturing Orders
- Vendors
- Parts
RETURN AUTHORIZATION MANAGEMENT
Service Management provides the ability to issue a return authorization number, e-mail the notification to the customer, create customer orders for advance replacements, create the work orders for the repair, automatic checking of warranty status, and workflow for communication throughout the company. Integration to your web page can automate a customer request for a Return Authorization.
REPAIR MANAGEMENT
Capability of collecting all costs associated with the repair of a customer's product, knowledge base access, billing transactions, and warranty and contract status.
SERVICE ORDER MANAGEMENT (Field Service)
Scheduling and planning of field service technicians by geography and in-process work, dispatch capabilities, cost collection, knowledge base access, outside services costs, and expenses collected. Service Orders can be accessed and transmitted electronically for shorter cycle times.
THIRD PARTY CLAIM MANAGEMENT
Full capability to manage the third party network claim process including remote access, electronic communication, warranty status, authorized pricing standards, line item or header approval, Integration with XA, and reporting.
VENDOR CLAIM MANAGEMENT
Functionality to match a warranty expense with a vendor claim to complete the claim process and minimize warranty costs
SERVICE INVENTORY MANAGEMENT
Integrated inventory status and transactions with XA.
Management of both serialized and non-serialized products and components.
WARRANTY AND CONTRACT MANAGEMENT
Full coverage management including multiple warranties, user defined coverage periods, multiple coverage options, user defined service contracts, preventive maintenance schedules, and reporting.
KEY PERFORMANCE INDICATORS
Multiple KPIs which can be customized and grouped by user.
Drill down capability from the KPI to see the data.
Graphical display of user defined limits.
REPORTING
Multiple reports with user defined criteria and formatting.
Option of e-mailing report directly from the report.
For more information, contact us.
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