Modules

Modules > Customer Service Management

Customer Service Management

Customer service management establishes a collaborative framework for streamlining service operations. It provides a 360-degree view of your customers to aid in the diagnosis of a customer inquiry or issue, and determination of the best resolution. It provides every department in your company with instant access to the information needed to provide the superior level of support you are committed to providing to your customers. Designed to handle your customer service calls, the Helpdesk supports any department performing a service—customer service, technical support, internal service and field service. Field Service extends the service flexibility to the dispatching of field implementation and repair personnel, management of service inventory and costing. In the case of customer returns, information is entered as a returned material

authorization and tracked until the proper resolution is completed. Customer service ensures total lifecycle management of service requests to the level of satisfaction your customers demand.

Field Service

Field Service is designed for people who install, repair or service offsite or at the plant. You can centralize all processes related to the dispatching of technicians and cost reporting of service calls in the field. This application supports drop shipment of service parts directly to the customer site. The application is set up for a single interface, so a dispatcher can track all stages of each service call with just a few mouse clicks.

• Service contracts
• Warranties
• Returns
• Inventory allocations
• Service call center workbench
• Service-level agreements
• Labor charges
• Material charges
• Time and material billing
• Tracking service inventory
• Cost-of-service
• Automated dispatching

Helpdesk

From initial call to resolution and follow-up, the Helpdesk provides a customer focused solution for personalized, high quality service. This comprehensive one-stop solution enables your service team to manage current case load and respond quickly to customers for industry leading customer satisfaction.

The Helpdesk includes a case workbench equipped with time saving links to customer focused activities (e.g., new quotes, orders, RMA requests, or service calls). In addition, there is a search-driven knowledgebase and case-driven workflow for standardizing case resolution.

Helpdesk is fully integrated with the Field Service application for easy access to dispatching field activities and providing field service representatives access to online knowledgebases, existing customer field service calls, warranty information, and service contracts.

• Case management workbench
• Convert case
• Contact management
• Case context
• Case categories
• Workflow
• Alerts
• Online knowledgebase
• Communication
• Traceability

Returned Material Authorization

Enhanced return processing offers enterprise-wide tracking of pending returns and disposition of these parts by unique returned material authorization number. Enter information about returns, and transfer that information to the different groups that may need to take action (e.g., inspection, billing and order

processing). Armed with full notes capabilities and document management functionality, tracing the steps of a returned part for requirements certifications is inherent in the system.

• Unique RMA number
• Non-nettable bins
• Rma disposition
• Credit request
• Returning serialized parts
• Notes
• Reason codes
• Cost of returns
• Customer connect
• Quality assurance integration

For further information, please contact us at (852) 2581 9373 or email at salesenquiry@polyasia.com

For the product details, please refer to the official web page of Epicor Software Corporation at http://www.epicor.com