Service Management Module |
 |
Optimizing communication, minimizing reaction times and strengthening relations
Efficient service - whether ad hoc or recurring
For businesses, retaining their existing customers is of
utmost importance, especially in the light of ever
increasing competition. Customer satisfaction and
retention can be achieved by efficient and high quality
service implemented through quick response to
customer needs, proper guidance and prompt delivery.
CANIAS ERP Service Management module provides for
the management of activities and processes required for
business service applications. These the assistance
provided to customers for those products requiring
servicing and the undertaking of the maintenance,
defect identification and repair services.
The CANIAS ERP Service Management module supports
and coordinates all activities encompassing product
vending. These could be either periodically recurring
services that arise from maintenance schedules or
ad-hoc services resulting from non-scheduled service
calls from customers.
Service management according to plan
The Periodic Service Reminder feature provides the
capability for the planning and implementation of
maintenance and tuning type of services that have been
predetermined for the product. In addition to periodic
service information, product master also facilitates the
recording of service intervals, the date of the most
recent service appointment, as well as the results of
services that have been carried out. Additionally, a
service representative (own staff or business partner) who was responsible for a service appointment can also
be identified. This information can then be used for
periodic surveys conducted through using the CRM
module to determine customer feedback about quality
and efficiency of the services delivered. CANIAS ERP
Service Management module also provides users with
electronic inquiry forms to support service inquiries.
Service on request
Service orders can be created by the non-scheduled
service requests feature, initiated based on customer
requests. Customers may log service requests either
using conventional means or electronically; these include
requests using e-mail, SMS, web services or WAP. All
other features correspond to those of the periodic service
reminders.
Service activities subcontracted to third-parties are
treated by the Service Management module as (outgoing) purchase orders. These purchase orders are created
using the related features provided by the CANIAS ERP
Purchase Management module. When subcontracted
service activities are completed, the service request in
question is updated. Due to the integration of the
Service Management module with the rest of the CANIAS
ERP system, the service module can provide information
on all activities across other CANIAS ERP modules that
involve a service relationship with the customer. The
CRM module acts as the focal point where all service
engagements with the customer are chronologically
recorded, and tracked per processing level. The service
engagement records can be searched using the features
of the CRM Module.
|
printable-version
