Are you offering the best aftersales service? Do you know the exact status of all your contracts? A good aftersales service is vital and shouldn’t be overlooked. Opera 3 Service Management Software works with Opera 3 CRM and Sales Order Processing to provide end-to-end service and maintenance management, from quote, order and delivery through to installation, contract, service, breakdown and billing and renewal dates. You can also log all activities against a contract, such as site visits and helpdesk calls, so that you have a complete picture of the contract, all in one place.
Chris Barfe, Ibonhart
With Project Processing you can progress sales opportunities from CRM through to an installation project in Service Management. Project Processing is used to plan and keep track of engineers working on the delivery and installation of items sold.
The project can contain different phases such as design, preparation, groundwork, installation and so on. Each phase can be given a timescale and budget and have Helpdesk calls assigned to it. You therefore have full visibility and control over every sales opportunity or prospect and can track their progress right through to acquisition and installation.
The Notification Services feature has been extended to the CRM application to improve Helpdesk Call communication. Notifications can be sent to users in the following scenarios; Creation of a new Helpdesk Call, the Status or Priority of an existing Helpdesk Call changing, the user receives ownership or is allocated an existing Helpdesk Call, and when a new or existing note on a Helpdesk Call has been added or amended.
With Service Contracts you can maintain a record of service contracts you have with customers and log all calls, visits, equipment used etc against each contract. Service contracts can be invoiced and documents posted to Opera 3.
A register of individual products that are covered by service contracts to enhance equipment reliability and availability. It also enables the tracking of components exchanged on-site and generates relevant stock transactions.
The Helpdesk enables you to log calls against company and individual contacts and track them through to resolution. It provides a central point for recording problems, customer complaints, installation and preventative maintenance visits required against your products, services or contracts. The Helpdesk is used when these issues need to be tracked, planned and resolved. Each call can have activities and notes or documents associated with it. There is also access to a Knowledge Base to aid swift resolution of the issue. In addition, any further calls can be linked to an original call and easily viewed.
Key features of Service Contracts and Billing include:
Key features of Equipment Register include: