Service Management Modules provide post-sales capabilities for sales and service team to ensure that customers have received the service as expected at any customer's touch-point.
✓ Ensure that customers will get the quality of services as promised.
✓ Manage service staff scheduling and track status.
✓ Provide self-service channels: Web Portal and Mobile App that customers can report problems.
✓ Can effectively communicate, escalate, and get feedback from the customers.
o Generate Service Order automatically from Sales Order.
o Schedule staff calendar and dispatch Service Order to staff.
o Manage and track service order status.
o Remind customer's appointment via Email or SMS.
o Analyze workload and quality.
o Register product warranty card information.
o Create Repair Order.
o Link Repair Order to Quotation (out-of-warranty).
o Reserve parts and deduct parts from Inventory Systems.
o Customer Web Portal.
o Dispatch Case to Service Provider Agent.
o Track and manage response time and due date accordingly to Service Level Agreement (SLA).
o Integrate with Call Center Systems, managing "Resolved by First Call".
o Capture work log and Resolution.
Survey captures customer's feedback at each customer touch point.
o User-Defined Survey Template
o Link surveys to Sales Order, Service Order, Case, Account, Contact, and Lead
o Send survey links to customer via email. Customer can click links to complete the online survey.
Screen shows Survey Module that user can use to define and capture questionaire records. User can choose sending email with secured web form to the customers and the customers can respond by self.