After Sales Services

Online ERP Software Mx-CRM, After Sales Service Software improves customer service efficiency, reduces service cost, and increases benefits for service business.

Functionality Overview

Service Request – Cloud-based ERP Solution efficiently handles and resolves various customer queries and requests, including helpdesk calls, complaints, repairs, hardware & software related issues, and information requests.

Assign service request to the concerned team.
Associates service requests with any customer products
Define stages in resolving a service request
Define activities or repairs needed to resolve any service request
Outsource service requests and related activities to your business partner
On reception of a service request, automatically check for coverage by an SLA or warranty.
View and modify all the service requests handled by your subordinates online.
Calculate unit, time and amount spend for any service request based on related activities.
Cater for on-site and out of working hours calls through post-dated services request logging

Repairs – ERP Solutions Provider allows optimizing your service repair processes by tracking and managing the complete service cycle. This system also differentiates your service offerings from that of your competition by automating planning, execution, and control of repairs in a structural and flexible manner.

Assign repair activities to the concerned team or business partner.
Plan, execute and control any type of repair (including field repair)
Define deliverables for every type of repair
Define resources for every type of services & tasks.
Define budget and time
Defining cost & expenses ( including product & spare parts)
Attach cost, time & expenses to any repair and record them in a repair card.
Attach forms to repairs
Quotes budget estimates
Quote repairs products and services
Define approvals to be obtained in the repair process
Define dependencies between repair services
Define dependencies between repair activities and customer acceptance
Link repairs to SLAs and warranties
Link repair to projects, customer opportunities, and communications
Track all changes made to a repair
Monitor the progress of work online
Obtain updates for repairs
Control resource utilization
Control actual time and cost against plans and budget
Control repair profitably
Obtain detailed reports
Track customer satisfaction

Service Level Agreements (SLAs) – It creates and manages service contracts and accurately defines the level of service that will be offered to the customers. Leverage your customer services and increases the profitability through automated management of customer contracts.

Support any types of SLA including subscription, support and facilities management.
Links SLAs to specific customers or customer segments.
Specify coverage for any user of the customer or of any company in the consumer group.
Use multiple billing options for the SLAs, such as billing per service, per SLA, etc.
Define different status for SLAs, (active, inactive, etc)
View the complete history of transactions on any SLA online.
Link SLAs to related files, such as signed contracts or knowledge base articles.
Define 'blanket' SLAs for multiple products and services.
Associate attributes of SLA with the existing attributes of the systems (link the response time of an SLA to the response time of customer service)

Installed Base – Web-based online ERP, records and tracks detailed information on all product items by business partners:

Track complete records for all products, including information on the version, serial number, customer location, purchased date/price, warranty, and end user.
Maintain information on the channel or business unit through which the customer brought the product.
Tracks items bought as members of other products or product sets.
Maintains multiple installed bases for every customer or partner.
Define functionality based on the type of installed based, such as main stock, inactive, repairs, scrap loan, etc.
Managing installed bases for a group of companies or individuals and maintains a global view for all products in them.
Move one or more products from installed base to another.
Link installed base products to related files, like invoices, warranty cards or knowledge-based articles.
Executing and tracking various transactions on purchased products.
Allows viewing complete online history of transactions.
Matching to the expected business needs.

Service Planning – It helps in setting up the company's after-sales service policies and posses in line with individual business needs and defines the parameters of its behavior.

Define whether or not specific types of customer service requests are to be handled exclusively through SLAs or not.
Create mass service requests, mass assigns them to personnel teams.
Create more mass SLAs.
Manage preventive maintenance, automatically schedule visits, and generate work orders and material lists for SLA items requiring preventive maintenance or for items having reached a certain usage counter.
Identify and manage customer-specific products warranty about to expire.
Identify and manage items on loan to customers.
Maintain a list of supported and unsupported products.
Set up the standard, uniform processes for handling similar service requests based on their type.
Define the work needed to fulfill the requests.
Define the escalation path to be followed by similar service requests when they are escalated to higher level users or department.
Define automatic triggering of escalation based on the specific condition.

Service Analysis – This Online ERP Software monitors the quality and profitability of customer service at all times. It gets to benefit from a structured system for processing and handling the product defects, enhancement requests or software upgrades and effectively manages your service performance.

Define SLA usage and profitability metrics.
Monitor SLAs renewal.
Gets detailed data on concerning specific customers, products, SLAs or other activities.
Obtain an accurate analysis of product quality based on the service and repairs performed on a specific product, common problems encountered on them and receiving customer complaints.
View service requests and SLAs handled by each business unit online.
Monitor the quality od SLAs-related service offered by each business unit.
Service quality management
Track the complete process of planning, handling and controlling defects from the first time they are reported, until customer complaint is resolved.
Define common types of defects, enhancements or upgrades.
Define processes of managing defects, enhancements or upgrades.
Classify defects according to products.
Classify defects into categories.
Classify enhancements into feature categories.
Define a list of resources to be notified when the defect is changed.
Link related files and knowledge-based articles to defects, enhancement or upgrades.
Track all customers affected by a defect.
Identify all customers who are eligible for an upgrade.
Automatic update of product records of customers.

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