After Sales Services

MX-CRM, After Sales Services Software increases your efficiency in servicing customer requests, helps you reduce service costs and increase the profitability of your Service business.

Functionality Overview

Service Requests - Record, track and quickly process customer requests for service and support (service tickets)
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Repairs - Optimise your service repair processes by tracking and managing the complete service cycle.
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Service Level Agreements (SLAs) - Create and manage service contracts. Accurately define the level of service that will be offered to your customers.
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Installed Base - Record and track detailed information on all product items owned by your customers.
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Service Planning - Set up your after sales service policy and processes in line with your individual business needs.
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Service Analysis - Monitor the quality and profitability of customer service at all times. Benefit from a structured system for processing and handling product defects, enhancement requests or software upgrades.
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Service Requests

Efficiently handle and resolve all types of customer problems and requests, including helpdesk calls, complaints, repairs, hardware and software problems, and information requests:

  • Assign service requests to appropriate personnel or teams
  • Associate service requests with any customer product
  • Define stages in resolving a service request
  • Define activities and/or repairs needed to resolve any service request
  • Outsource service requests and related activities to your business partners
  • On reception of a service request, automatically check for coverage by an SLA or warranty
  • View and modify all the services requests handled by your subordinates on-line
  • View history of all customer service requests on-line
  • View history of all changes made to service requests on-line
  • Calculate time, units and amount spent for any service request based on all related activities and tasks
  • Cater for on-site and out-of-working-hours calls through post-dated service request logging

Repairs

Differentiate your service offering from that of your competition by automating planning, execution and control of repairs in a structured and flexible manner:

  • Assign repair activities to appropriate personnel, teams or selected business partners
  • Plan, execute and control any type of repair (including field repairs)
  • Define deliverables for every type of repair
  • Define resources for every service and task included in a repair
  • Define budget and time
  • Define costs and expenses (including products and spare parts)
  • Attach time, cost and expenses to any repair and record them in a repair card
  • Attach forms to repairs
  • Quote budget estimates
  • Quote repairs products and services
  • Define approvals to be obtained in the repair process
  • Define dependencies between repair services and tasks
  • Define dependencies between repair activities and customer acceptance
  • Link repairs to SLAs and warranties
  • Link repairs to project, customer opportunities and communications
  • Track all changes made to a repair
  • Monitor the progress of work on-line
  • Obtain updates for repairs
  • Control resource utilisation
  • Control actual time and cost against plans and budgets
  • Control repair profitability
  • Obtain detailed reports
  • Track customer satisfaction

Service Level Agreements(SLAs)

Leverage your customer service and increase profitability through automated management of customer contracts:

  • Support any type of SLA including subscription, support, and facilities management
  • Links SLAs to specific customers or customer segments
  • Specify coverage for any user of the customer or of any company in the customer Group
  • Use multiple billing options for SLAs, such as billing per service, per SLA, etc.
  • Define different levels of service by configuring response time, time to fix and hours of service
  • Specify effective and expiry date
  • Define different statuses for SLAs (e.g. active, inactive, etc.)
  • Define different stages for SLAs
  • View the complete history of transactions on any SLA on-line
  • Link SLAs to related file, such as signed contracts or Knowledge Base articles
  • Create SLA templates with pre-defined services, billing information and level of service
  • Define 'blanket' SLAs for multiple products and services
  • Associate attributes of an SLA with existing attributes of the system e.g. link the response time of an SLA to the response time of a customer service request)

Installed Base

Record and retrieve details of all products purchased by your customers or business partners:

  • Track complete records for all customer products, including information on version, serial number, customer location, purchased date/price, warranty and end user
  • Maintain information on the channel or business unit through which the customer bought the product
  • Tracks items bought as members of other products or product sets
  • Maintain multiple installed bases for every customer or partner
  • Define functionality based on type of installed base, such as main, stock, inactive, repairs, scrap, loan, etc.
  • Manage installed bases for groups of companies or individuals (e.g. households). Maintain a global view of all products in them
  • Move one or more products from one Installed Base to another
  • Link installed base products to related files, like invoices, warranty cards, or Knowledge Base articles
  • Execute and track various transactions on purchased products, such as upgrading, repairing, moving, deleting, etc.
  • View the complete on-line history of transactions for any purchased product/li>
  • CView all repairs or service requests related to a purchased product on-line
  • Associate installed bases with specific channels or business units
  • Configure installed base so as to match your individual business needs

Service Planning

Set up your after sales service system, and define the parameters of its behaviour:

  • Define whether or not specific types of customer service requests are to be handled exclusively through SLAs or not
  • Create mass service requests, and mass assign them to personnel teams
  • Create mass SLAs
  • Manage Preventive Maintenance: automatically schedule visits, and generate work orders and material lists for SLA items requiring preventive maintenance, or for items having reached a certain usage counter
  • Identify and manage customer-specific product warranties about to expire
  • Identify and manage items on loan to customers
  • Maintain lists of supported and unsupported products
  • Set up standard, uniform processes for handling similar service requests based on their type
  • Define the work needed to fulfil the request
  • Define the personnel, departments or teams to be handling different types of requests
  • Define the escalation path to be followed by similar service requests when they are escalated to higher-level users or departments
  • Define automatic triggering of escalation based on specific conditions

Service Analysis

Effectively manage your service performance:

  • Define SLA Usage and Profitability metrics
  • Monitor SLAs renewal
  • Obtain detailed data on the volume and type of service requests concerning specific customers or customer segments, products, SLAs, or activities
  • Obtain accurate analyses on product quality based on the service and repairs performed on specific products and product types, common problems encountered on them, as well as received customer complaints
  • View service requests and SLAs handled by each business unit on-line
  • Monitor the quality of SLAs-related service offered by each business unit
  • Service Quality Management
  • Track the complete process of planning, handling and controlling defects, from the first time they are reported, until the customer complaint is resolved
  • Define common types of defects, enhancements or upgrades
  • Define processes for managing defects, enhancements or upgrades
  • Classify defects according to product, product family, etc
  • Classify defects into categories
  • Classify enhancements into feature categories
  • Define list of resources to be notified when defect is changed and/or resolved
  • Link related files and Knowledge Base articles to defects, enhancements or upgrades
  • Track all customers affected by a defect
  • Identify all customers that are eligible to an upgrade or enhancement
  • Automatically update the product records of customers who have received an upgrade or enhancement
  • Obtain detailed reports on defects, enhancements or upgrades
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