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 Asset 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 differnt 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