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Service Management software

The service management software capabilities help service departments provide support for service operations, service contract management, service planning, tracking of customer interaction, activities, and customer support.

Key Features

  • Service contract: allows users to create a regular support or warranty contract for items or services sold to a customer.
  • Customer equipment card: provides service technicians with detailed information about an item sold to a customer, such as a manufacturer’s serial number, replacement serial number, and all service call history. It also lists service contracts assigned to the item
  • Customer equipment report: shows all equipment and corresponding serial numbers sold to a customer or range of customers.
  • Service calls: allows users to view all service calls entered into the system. Users can restrict the report to only see service calls for a specific queue, technician, problem type, priority, item, and call status. Users also can view only overdue calls.
  • Service calls by queue: tracks all pending service calls in the queue. Various call statuses can be monitored, and calls can be assigned to individual technicians or maintained in a team queue.
  • Response time by assignee: enables users to follow the interaction between a customer and service and to record the time necessary to respond to a single service call.
  • Knowledge Base: the system can accumulate a knowledge base of typical faults and customer service suggestions. These are searchable from the service call logging.

 

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