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Service
Improving and streamlining a range of activities such as customer service and support, field service, e-service, service sales and marketing, service-contract management, channel service and service analytics are the key functionalities in this area.
- Access and manage customer data such as service history, warranty, receivables information, and problem-resolution databases. Manage installed-base assets and associated configurations
- Automate the process of dispatching field technicians to perform services in remote locations. Keep field service professionals connected through laptops or handheld devices
- Handle e-service activities such as service-ticket routing, and lead routing from one central point of command. Manage large volumes of incoming e-mail and enable comprehensive Web-based customer self-service
- Enable and drive the sale of services and service-related products with full sales and marketing support, from targeted marketing to lead qualification and contract management
- Automate the entire in-house repair process, from creating the RMA to billing and shipping repaired products to customers
- Manage third-party service relationships, and reduce the cost of channel service by delivering service and problem-resolution capabilities to your partners
- Identify problems and trends and take corrective action. Compare the effectiveness of service territories to compare actual values with target values
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