The Customer Service module allows new incidents to be created and maintained, including the ability to enter narrative against the incident and add follow up actions, allocate actions to operatives, record costs and track responses by date.
The customer services module captures and records all customer communication and allows you to attach files such as a letter, emails, images and even sound, giving you one central place to store all information relating to an incident. Full analysis for issues is provided and can be classified by a drop-down or pre-defined reason codes at multiple levels. Every issue can have assigned actions, costs, responsibilities and dates attached, with traffic lights against any reports.
Your customers can be notified automatically by email or SMS as each action is progressed, giving the customer up to date information regarding the status of their incident. The service module tracks and monitors all actions handles ordering replacement parts or products and manages service engineers and third parties to ensure the issue is resolved to the satisfaction of the customer.
Standard letters and template email and SMS messages help you to keep the customer informed whilst standard reporting by the supplier, product, cost of resolution or delivery, help the retailer to analyse issues and improve customer service.
Key features include
- Linked service calls
- Service against sale or item
- Workflows / SLAs / auto escalation
- Replacements like for like - alternatives parts
- Collections – repair / credit / replacement
- Service purchase orders - including credit notes
- Loan stock management and ancillary costs
- Scratchpad provided for notes
