Field Service Management - Tickets

Where do decision-makers go for information before making a decision? When it comes to decisions that affect the customer, you should do it in customer service. To this end, it makes sense to set up a customer management system in customer service that provides the most comprehensive information possible about the customer and the products used. However, this customer management is not software, but rather a strategy that focuses processes on the customer.

The software supports you in integrating all relationships with potential and existing customers. For differentiated analyses and marketing actions, a database is available from which the required information can be prepared in a short time.

In addition to the central database, a prerequisite for a functioning system is the connection of the departments involved, including the mobile sales force. In order to channel the customer information, a central hotline number should be known to the customer.

Properly applied, the system helps to realize the following goals:

• Increase customer loyalty
• Identify customer needs & market demands
• Achieve repeat business with satisfied customers
• Evaluate design and manufacturing defects
• Maintain competitive advantage
• Call center function = create complaint channels
• Active marketing

Innosoft Customer Management as a module of the service management system assigns all customer transactions to the address or customer products, regardless of whether it is an inquiry, a quotation, a complaint, the spare part installed, or the technician report created at the customer's site. This overview is available to the hotliner or any other service employee when calling the customer, making him an informed interlocutor.

The following functions and benefits are offered by Innosoft's customer management:

• Overview of all processes, assignments, receipts, offers, invoices, documents
• Variable and preset workflow
• Integration of involved departments
• Filing and assignment of documents and reports
• Operations, open items (partial operations) and to-do list
• Resubmission / duration of order processing
• CRM functions
• Coding of faults with referencing
• Helpdesk function
• Ticket system on the web
• Information pool for service, sales and design
• Fault analysis
• Possibility of teleservice by coupling with partner product
• Machine and customer history
• Status tracking at any time
• Informed interlocutor in case of customer call