You can set up unlimited escalation rules tailored for each call or customer and later view all open calls, based on contract coverage and escalation status. You ll be able to guarantee your response time and measure results against that guarantee. Your company s profitability will increase as you monitor your bottom-line expenses and effectively manage the parts, supplies and logistics of delivering service to your customers. When it comes to transaction entry, Service Call Management provides both flexibility and automation. You can create service calls using e-mail, the telephone, the Internet or the data entry screen.
Dispatchers have instant access to customer contracts and warranties.
They can troubleshoot calls, queue calls, sell parts, dispatch technicians and execute change orders. Advanced search and retrieval technologies enhance technician productivity and improve customer response time. Simply enter text that describes a service problem and Service Call Management s keyword search and case-based reasoning systems aid you in quickly finding the answers. You can solve customer service problems without dispatching a technician. Using automated call distribution integration, callers can be easily identified before you pick up the phone.