Service CRM

Service CRMCreate extraordinary customer service and deliver extraordinary customer experience with the help of our holistic and workflow based Service CRM. It supports all functions of a customer service organization and provides tools to retain valuable customers and drive engagement. With our Service CRM your team will spend more time addressing your customer's requests and less time searching for basic information and entering data updates. We understand that good service is all about prompt tracking and response from problem addressing to solution delivering. We help you respond faster by routing calls and emails to the right service representative, address issues proactively and eliminate escalations by monitoring and prioritizing customer activity across channels. Enhance customer satisfaction by turning every channel into a rapid response support channel.

Key Modules of Application are:

Customer + Installed Product Data

  • Complete Customer History
  • Complete Machine / Product History
  • Customer Data Download for Cross sell / Up sell opportunities

Warranty and Agreement Management

  • Warranty and Extended Warranty Tracking
  • Customer Service Agreements Management
  • Alerts of Expiring Warranties and Agreements

Installation Process

  • Complete workflow from First Call to Installation
  • Customer Feedback
  • New Installation Report on Product Category + Geography

Spare Inventory Management

  • Transaction for Order, Issue and Receipt
  • Minimum Stock maintenance at branch warehouse
  • Spare Consumption under Warranty and AMC

Service Call Management (Call Center | ASP)

  • Call categorization
  • Workflow between Call center, ASP and Service Branches (Intimation via email + SMS)
  • Engineer Visit Record
  • Generation of Preventive Maintenance Calls
  • Periodic data for broken calls with reason
  • Call Escalation Matrix
  • Call ageing Tracking on Product Category + Geography

Service Invoices

  • Provision for Labour and Spare Invoicing
  • Agreement Billing on Recurring basis
  • System generated PDF Invoice can directly be emailed to Customers
  • Complete Indian Tax Structure setup
  • Invoice Data can be downloaded periodically for upload in Finance Application
MIS
  • Break Down / Field Failure Analysis
  • Technician Performance
  • Branch Performance
  • Daily Call Summary
  • Monthly Call Summary
  • Response Time / Down Time
  • Daily Activity Report
  • Valid Agreement Report
  • ASP Performance Report
  • Stock Cardex
  • Periodic Transaction Listing
  • Spare Consumption
  • Stock at Warehouse
  • Spares issued to Engineer/ ASP

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