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Advantage CRM Software Help Desk Module |
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The Advantage CRM Problem Management/Help Desk Module is available in several variations including modules designed for:
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Complaints Management e.g. in manufacturing environments where stock is faulty/returned.
This module is ISO compliant.
Repair Job Management where equipment is returned for repair, services or warranty claims.
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| Problem Tracking in a help desk environment where customer queries are handled. Incidents are logged, allocated for solution, job cards may be printed. Jobs are closed and histories of service incidents per customer and/or equipment, technician and product are maintained. |
| Functions |
Benefits |
| Service Manager Level |
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| Log problems reported by customers |
Controls that all customer problems are recorded systematically (Quality System) |
| Allocation of problems to relevant person |
Assigns responsibility for solution |
| Jobs can be logged against a specific piece of equipment at a customer |
Maintains repair histories for each piece of equipment. Can check if it is a return of a previous repair |
| Service agreements can be monitored |
When equipment is brought is in can check if a service agreement or warranty exists |
| Agreement expiry reports/notices are generated |
Controls that service agreements are renewed timeously |
| Reporting to Management of the status of problems |
Controls that all logged problems are allocated and solved |
| Automatically computes expected solution date and time and reports on overdue problems |
Enforces solution of problems within a limited period. |
| Integrated with Advantage so sales staff can view status of problems their accounts. |
Facilitates flow of information from the service to sales department |
| Computes Statistics on average times to close problems by technician, problem type, customer and product. |
Provides a measure of productivity |
If you are interested in finding out more about Advantage CRM Software and the benefits thereof, contact us or call us on +27 11 462 6871 and we will gladly be of further assistance.
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