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SERVICE DISPATCH
Q360 - Innovative Software
After the initial sale, there is
nothing more important than excellent Customer Service. Q360
rounds off its front-line Customer Relationship Management
suite with Service Dispatch.
Q360 Service Dispatch automates the costly,
time-consuming, and paper-intensive processes associated with
technical support and field service departments. These processes
include communicating with headoffice, receiving work assignments,
completing workorders, submitting billing information to accounting,
and even ordering and tracking parts. With Q360 SD, field
service companies can increase a technician's productivity,
heighten customer satisfaction, reduce operation costs, and
improve profitability.
Q360 SD is an excellent solution for the
small enterprise, but was designed for large, complex information
sharing organizations. Q360 SD has been successfully implemented
in companies with more than 700 field technicians with call
centers with dozens of dispatchers handling over 50,000 calls
per month.
Q360 SD is a complete solution for your
service department, it will help any organization that requires
superior management of field service resources, warehouse
tracking, contract management and Helpdesk activities. Q360
SD even offers wireless and web-based solutions.
Service and Dispatch draws upon the same
customer information as other departments, thus everyone in
your firm has access to information containing the customer's
entire experience with your company. Through the use of work
queues, service staff can manage workflow from all customer
touch points, whether it's through the call center, interactive
voice response, the web, or email automation.
Service calls are handled with Q360's
call center Helpdesk or through its web based self help eService
System. Dispatchers have a quick view of the customer's entire
service history, product and site profile and can view technician's
whereabouts' through optional integrated mapping software,
ensuring they have the most accurate and timely information
to make better decisions.
Service Workorders are quickly created
and are integrated with Q360's accounting and inventory modules,
locking down control of spare parts and regular inventory
stock. Dispatchers can also send electronic workorders to
field technicians via their RIM BlackberryTM pagers or other
PDA devices. Techs can then update their workorder after leaving
the customer's site, even providing notification that they
have a signed proof of delivery, and send it back to Q360
for faster billing cycles. The potential impact on cash flow
is tremendous with this type of workflow through wireless
document management.
You can even manage and build your knowledgebase
on the fly as you conduct your regular work duties. This knowledgebase
can be utilized by front-line call takers or by customers
logged into the eService web site.
No matter how a customer chooses to contact
your company the staff member servicing them will have the
tools to make it a good experience.
- Service calls can be created using
customer or equipment records. This allows users to effectively
create and manage jobs with ease and flexibility.
- Work Queues tack every service call
throughout it's life cycle. Warning or exception queues
notify administrators of specific events or details that
occur during the job process.
- Technicians can be assigned quickly
and easily based on several defaults including customer,
geographical location, equipment, skill set or status priority.
(Wireless dispatching option available)
- Effectively supervise and schedule
technicians by using a unique visual map plotter, which
illustrates where technicians are located in a geographical
display.
- As a full management tool, Q360 SD
will track service calls according to specific call statuses:
Open Call, Dispatched Call, WaitParts, as well as by any
user defined statuses. This improves productivity and information
transfer between personnel in the service department.
- View service call history details through
customer, site and equipment views.
- Managers have the ability to accurately
control and oversee specific project details during the
course of a day via the Master Service Console. This view
displays a snap shot of all activity in the service department
in one form. Each activity can be drilled down upon to view
the actual service call.
- Track Return Merchandise Authorization
(RMA) items from customer to bench to vendor.
- Automatic call alerts, such as emails
or color changes, will notify users of exceptions or past
due tasks, which will allow managers to effectively oversee
each stage of a service call proactively.
- Reduce the time and effort spent creating
invoices with workorders that auto-generate invoices.
- Information regarding service
calls are available in the optional eServices web site.
Customers can login and open, view, update and close service
calls.
Q360 Service Dispatch enhances customer
satisfaction; providing instant and continuous communication
between the field, dispatchers, and customers for a faster,
more efficient service experience.
Q360 Service Dispatch increases productivity;
eliminating unproductive time for all service personnel and
by dramatically reducing the need for cellular phone traffic.
Q360 Service Dispatch increases cash flow;
by capturing travel and on-site time and by producing workorders
for accounting to reconcile. Reducing repeat dataentry processes
minimizes the billing cycle.
Q360 Service Dispatch increases
profitability by sharing information with the Sales Department,
notifying them of additional service opportunities for quick
follow-up and action.
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