Service Management & Help Desk
INFOtrac provides a powerful method for the managing
of service-related procedures. As INFOtrac's service
management solution can be tied directly to its contact /
CRM environment (as well as to an accounting application),
it offers an integrated solution that enables efficient and
automated operations, a higher level of customer service,
and happy service delivery personnel.
INFOtrac fits the business processes unique to service
management. It can hold all the required service information
related to a client site, and specific service information
can be entered into INFOtrac via a data entry form.
When used in tandem with an INFOtrac warranty or
RMA system, all relevant business processes can seamlessly
interact together to enable comprehensive business process
automation.
Valuable ‘live’ action reports can also be produced
with the INFOtrac Finder, so as to allow for the
effective management of service orders based upon where they
are in the service delivery process. These reports interact
with the rest of the INFOtrac service order system,
and make the execution of relevant business processes fast,
interactive and simple.
From the information contained within INFOtrac,
work orders can be automatically printed and can contain all
the data required for service delivery. Service personnel
can benefit greatly from the consistent and controlled information
they are given, and are provided with the means by which to
offer efficient and professional service.
Service scheduling is integrated to INFOtrac’s
calendaring system, can be made available to all users, and
provides up to the minute information for any inquiries that
may be made, or reports that may be required.
Reports can be produced to provide overviews of all aspects
of a company’s service operations. Productivity reports
for field technicians, schedules and other reports are instantly
driven with a single command in INFOtrac. This reporting
can be used to drive future directions for service and support,
and can be used by service employees and sales departments,
as well as management.
With INFOtrac’s integrated Question &
Answer database, a library of service-related responses can
be integrated to the service solution. The Q&A database
allows employees to quickly access answers to issues that
have previously been reported.
INFOtrac’s service system can be fully integrated
to a company’s accounting application, and chargeable
work orders can be made to flow into an accounting solution
for automatic invoicing.
Using INFOtrac as the hub of a service management
system, all aspects of such a system can be connected, integrated
and automated to produce a highly efficient solution.
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