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Advantage CRM Software Help Desk Module

The Advantage CRM Problem Management/Help Desk Module is available in several variations including modules designed for:

  • 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.
  • 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       
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.