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To retain customers, I need to provide excellent after-sales care.
Opera 3 streamlines your customer contract management, helpdesk
functions and communication with staff on the road.
After the sales cycle is completed, offering exceptional after-sales service
and care is vital for customer retention: this is where Service
& Helpdesk Management is invaluable.
Simplified Management
Working with CRM, Invoicing/SOP and Stock Control, Service & Helpdesk
Management streamlines and simplifies the management of service
and maintenance contracts with your customers. It provides you with
a comprehensive picture of customer contracts, from quote and order
right through to delivery, installation, service and billing. Activities
such as site visits and helpdesk calls can be logged against the
relevant contract so that a full history is compiled and stored
for easy access when needed.
Intuitive Control
Service & Helpdesk Management provides a central point for recording
problems, change requests, installation and preventative maintenance
visits, as well as the means to track, plan and resolve issues.
Each helpdesk call can have activities, notes and documents associated
with it. Calls build into a comprehensive history of visits at contract
and site level, whilst it also offers the facility to compile and
maintain a knowledge base of FAQs and known issues for fast resolution
of calls. An intuitive Resource Scheduler allows for complex planning
of engineers, staff and any other resources, enabling the most efficient
allocation to jobs.
Clarity in Reporting
Service & Helpdesk Management offers unbeatably comprehensive reporting
capabilities, including Fault Code analysis and Worksheet Entry
for recording and posting time, expenses, parts, consumables and
requisitions. These reports can be exported straight into Excel.
Service Contracts can be processed with flexible billing periods
and items. Keep up to date with Contract Renewal and Warranty Expiry
reporting with mail merge facilities. Integration with Costing allows
the calculated cost and revenue to be posted to each relevant job,
project, or cost code.
Keeping up to date wherever you are
PDAs, Tablets, web forms and TomTomŪ Business Solutions can be configured
to integrate with Service & Helpdesk Management, so that engineers
on the road can have up-to-the minute contact with head office.
Data such as customer signatures, time, parts and expenses can be
sent directly from the engineer's PDA to the back-office system,
so that no separate entry is required and no work is duplicated.
And with worksheet billing, you can create invoices directly from
this information, which means faster invoicing to improve your cashflow.
Service & Helpdesk Management Highlights
- Engineer and Resource Scheduling, with Skills and Service Area
matching
- Service Level Agreement (SLA ) Profiles and SLA monitoring
- Fault Code analysis with comprehensive reporting capabilities
- Worksheet Entry for recording and posting time, expenses, parts,
consumables and requisitions
- Add and build up Components against Equipment items, which can
be built into Service Kits
- Service Contracts processing with flexible billing periods and
items
- Contract Renewal and Warranty Expiry reporting with mail merge
facilities
- Integration with Costing to allow the calculated cost and revenue
to be posted to the relevant Job/Project/Cost Code
- Integrates with remote tools such as: PDAs, Web interfaces and
TomTom® Business Solutions
Opera 3 Service & Helpdesk Management is full of clever ways to
make your life easier, and keep customers happy. Once we know your
business aims and budget allowances we will provide Opera 3 as one
system and one solution for your company. If you would like further
information on Opera 3, please download the brochure from the More
Information box on the left, check if there are any webinars currently running or if not please request
a webinar, or contact
us.
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