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Service and Helpdesk Management works with Sales Pipeline
Management (SPM) and Sales Order Processing (SOP) to provide
complete end-to-end service and maintenance management from
Quote, Order and Delivery through to Installation, Contract,
Service, Breakdown and Billing.
Service Management
Service Management is designed to maintain and renew
maintenance contracts. You can also log all activities against a
contract, such as site visits and Helpdesk calls, and have a
complete picture of the contract, all in one place.
Service Level Agreement (SLA) call monitoring plus engineer and resource scheduling
Skills Matching, Service Areas and Fault Analysis, with comprehensive reporting capability
Contracts, Period Renewal Billing, Pro Rata Charging, Planned and Preventative Maintenance
Equipment (Assets) Components, Variable Service Types, Warranty and Loan Equipment
Time, Expense and Parts Recording and Billing
Installation Projects and Scheduling
User-defined fields: add your own data and terminology to key forms
Complaints, Problems, Change Requests: full Helpdesk and knowledge base
Helpdesk Management
Helpdesk Management enables you to log calls against individual contacts and track them through to resolution.
It provides a central point for recording problems, customer complaints,installation and preventative maintenance
visits required against your products, services or contracts.
Calls can be logged with unique references, dates, descriptions etc
Track calls from initial logging through to resolution
Service areas and fault codes can be assigned to calls and then analysed
Skills Records and Assett Skill Requirements can be maintained so the right people are assigned to calls
Engineers can be assigned to area codes
Calls can be assigned to diffeent teams and members of teams
A register of solutions (Knowledge Base) can be maintained
Reports provide analysis of calls
Performance can be monitored against an SLA for each customer
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