Powerful call control system.
The Service Centre call control component, developed for response critical environments, incorporates a number of unique facilities.
Search facilities throughout the Service Centre suite are powerful and versatile.
In call control this provides the benefit of flexible customer searches; by name, number, contact name, telephone number, contract number, serial number, system number, product number and more.
Prior to the call being logged a comprehensive customer status or health check warns the operator of contract and warranty details, planned maintenance requirements, outstanding service calls, any credit problems and contract call count.
Calls are automatically queued according to ‘ownership’ and response priority. An engineer diary function provides planner style visibility of any 30 day period of calls scheduled in advance.
A graphical escalation monitor provides a constant overview of call status and warning of response or fix time exceptions as they approach.
Service report updates can be added to any call, each including fault, symptom and repair codes, date and time stamps, engineer and fix details.
Call Control module with user defined escalation process.
Intelligent visual diary to assist with Call Allocation & appointments.
User definable smart checklists to document and manage the repair process.
Totally integrated to stock allowing for parts usage, requests and invoicing.
An engineer time sheet facility is also available together with automatic work/travel/callout charge by call type. Unlimited parts usage and additional charge lines may be added to any service report at call update. This information is then used for real time stock updates, call invoicing, cost and performance analysis.