SalesManager CRM

ServiceManager

CampaignManager

ScriptManager

CommsManager




 

Highlights ServiceManager

• Installed Base

• Service Level Agreements

• SLA Invoicing

• Service Requests

• Service Calls

• Time and Materials Management

• Document Management

• Product Management  

• Service Management Reporting

• E-Self ServiceManager
  
   

ServiceManager

Our service management product ServiceManager offers customers a complete ticket tracking and tracing system for their service and customer care departments. Service Requests can be logged and service plans attached to initiate workflow for the relevant service organization to address the problem raised. The dispatcher can assign tickets to engineers. Engineers can pick up their Service Calls and if required log all time and material against the tickets.

Installed Base

ServiceManager manages the installed base of your customers. The installed base can either be manually entered into the system or imported from your back office system. All serial number information of the main product and it's modules can be saved in the system. The service history of all equipment in the installed base is always available.

Service Level Agreements
 

Service Level Agreements are the kern of any service management system. The level of service offered and the financial consequences thereof are determined by the SLA. In ServiceManager multiple SLA’s can be added to a company. The installed base can then be attached to the SLA. ServiceManager can calculate maintenance charges by picking up the prices from the product database and applying the associated maintenance percentage fee. We also provide automatic reindexing of all SLA invoice amounts to reflect inflation etc. < Back to top >

 

 
SLA Invoicing
 

ServiceManager provides invoicing facilities for the service department. ServiceManager can be interrogated at any time and asked for the number of SLA’s due to be invoiced by any given date. Since maintenance is usually paid up-front, the service department can easily get a list of all SLA’s due for invoicing and print them individually or as a batch. < Back to top >
 

Service Requests

New service requests or incidents can be entered through the Service Request function. The dispatcher can then allocate the incident to a service engineer. The dispatcher can also attach a service plan to the incident which generates in turn the appropriate workflow to handle the problem. < Back to top >

Service Calls

Service engineers can use Service Calls to get a list of service activities to be carried out at their customers. The dispatcher is responsible for allocating a service request to a service engineer. The service engineer can see what ticket the call applies, the installed base and SLA information on the equipment. The location within the customer’s site is also shown. Service Calls also appear in the Agenda system prefixed by a service icon. < Back to top >

Time and Materials Management
 

ServiceManager offers time and materials management for Service Calls. Engineers simply need to enter the amount of time they have spent on a service job and that is added to the labour component of the Service Call. Any spare parts used on the job can be picked up from the item master and added to the job ticket. ServiceManager then produces a worksheet, which can be signed by the client. < Back to top >

Document Management
 

ServiceManager offers a complete Document Management System for Service professionals. Technical documentation such as drawing and specifications can be added to products. ServiceManager supports any document format that can be viewed on the PC. Should you not wish to store the documents in the ServiceManager relational database, then a link can be set to the network address of the document and saved in ServiceManager. < Back to top >

Product Management
 

ServiceManager manages all service activities around any given product. The number of tickets and Service Calls can be viewed, as can known problems and solutions on that product. If the same problems recur regularly then an Issue can be raised on that product for discussion between the product manager and the supplier or factory manufacturing it. < Back to top >

Service Management Reporting

ServiceManager offers extensive reporting facilities. All our reports are built using the engine of Crystal Reports 8.5. We provide a layer on top of this, whereby reports are built using the glossary database of ServiceManager. This means that if a term is added to a report, then the report will automatically translate itself into to any of the languages we currently support. Customers can build their own reports and add them to the repository. < Back to top >
 

E-Self ServiceManager

ServiceManager’s web portal solution, E-Self ServiceManager, affords companies the ability of linking their websites to the ServiceManager database. Customers can log problems and use E-Self ServiceManager’s track and trace functionality to monitor the status of their service requests. E-Self-ServiceManager also offers services such as FAQ’s at product level and online technical documentation. Customers can customise E-Self ServiceManager to their own web sites look-and-feel. < Back to top >