Help desk calls, case progress, customer contacts, in-house & on-site support, average working hours, calls per hour zone, critical case analysis, offers-revenue.
Management type: CUSTOMER SERVICE
Complaint management
05/12/2020
Classification by severity – evaluation of unresolved complaints. Typical corrective actions and total cost of problem resolution.
Traceability of Support Cases
22/11/2020
Tracking the history of each incident, for the entire chain of actions associated with it. Reporting at a customer and a technician level.
Task scheduling, calendar, availability, simplicity in assignments, appointment rescheduling
21/11/2020
Assignment procedures to technicians, updated view of outstanding tasks, easy plan rescheduling, updating of work duration, detection of imbalances in resources allocation, over-allocations.
Service Level Agreements
08/11/2020
Locations covered by the Contracts, response times, exclusions, warranties, terms, pricing and payment rules, etc.
Service efficiency and support costs control
07/11/2020
Cost-effectiveness analysis and control of services cumulatively or by representative. Information on the number of tasks per progress phase or per priority and for the number or the rate of responses-problems solved.
The Support Contracts Billing Plan is incorporated to Forecasted Cashflows
25/10/2020
Automatic generation of proforma invoice for services provided under the terms of the Support Contracts, which affect the projected income and cashflows.
Customer Service processes continuously collaborative to back office
24/10/2020
Required spare parts, orders, receipts, internal dispatches, serial number management, invoices and receipts for the services provided
