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Software: Service Management Software

 
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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.

"The success of JB Kind is due to the fact that we provide an extremely high level of service to our customers, in terms of both product quality and prompt supply. To maintain these customer service levels requires robust business software, such as Opera 3"

James Cadman, JB Kind

  • Project Processing

    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.

    Notification services

    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.

    Service Contracts and Billing

    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.

    Equipment Register

    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.

    Helpdesk Management

    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.

  • What's included?

    • Calls can be logged with unique references, dates, descriptions etc
    • Track calls from initial logging through to resolution
    • Calls can be one of different types: ‘Helpdesk’, ‘Installation’, ‘Change Requests’ and ‘Preventative Maintenance’
    • Service areas and faults codes can be assigned to calls and then analysed
    • Skills Records and Asset Skill Requirements can be maintained so the right people are assigned to calls
    • Engineers can be assigned to area codes
    • Calls can be assigned to different teams and members of teams
    • A register of solutions (Knowledge Base) can be maintained
    • Reports provide analysis of calls (for example, by company, contact, product or job number)
    • Performance can be monitored against a Service Level Agreement (SLA) for each customer

    Key features of Service Contracts and Billing include:

    • Sales Opportunities can be converted to installation contracts
    • Contracts include Service Level Agreements (SLAs), contract values and multiple equipment items and renewal dates
    • Multiple contract periods can be set up with numbers of free calls and free hours, hours maintained and cost per period
    • Documents and e-mails relating to a contract can be attached to it
    • Activities such as site visits and helpdesk calls can be logged against a contract
    • Activities can be chargeable or free of charge
    • Preventative Maintenance Schedules can be maintained against a contract
    • Profit analysis of a contract and its Periods
    • Invoices can be calculated on the full contract value or based on a pro rata value
    • Invoices for chargeable items and time can be batch-posted in the Invoicing or SOP applications
    • Contract renewal invoicing (including pro rata and new items mid-period)
    • Time taken can be recorded against an activity, allowing time analysis

    Key features of Equipment Register include:

    • Maintain a complete service history for products on maintenance contracts
    • Product records can be associated with Asset code serial number, original customer invoice number and/or delivery note number
    • Maintain a bill of materials for individual product records detailing serial numbers of sub-assemblies, version, bug and fix information and components
    • Maintain components within the bill of materials following maintenance or repair visits by recording the new serial numbers of replaced components
    • Replacement components can be moved out of stock and returned components moved into stock or scrapped
    • Cost analysis of component exchanges
    • Warranty Tracking and Loan equipment