Customer Help Desk
Respond promptly and profitably to customer’s needs and gain noticeable market advantage over your competitors
Given rapidly changing technology, product proliferation, and ever-shortening product lifecycles, customer service is becoming the key competitive differentiator. For complex manufacturers, your success is determined by how well your help desk performs, how quickly they respond to customer requests and how effectively you manage them.
You must be able to provide immediate and effective support to customers who purchase your products. If a product does not work or is damaged, the service and repair must be prompt and complete whether the product is under warranty, billable, or under a service contract. HoneycombERP® Customer help Desk and Support Management ensures a firm’s to respond quickly and effectively to its customer’s service needs by controlling the service and repair cycle.
HoneycombERP® Customer help Desk and Support Management is designed to overcome the biggest challenge facing manufacturers –while managing support service effectively. Support Services provide the tolls and information required to manage your support department: from tracking calls and managing orders to sourcing resources and performing follow-up services. HoneycombERP® Customer help Desk and Support Management helps manufacturers by:
• Increasing customer satisfaction and loyalty
• Generating additional revenue streams
• Reducing preparation time for service orders
• Improving support service request responsiveness
• Decreasing support service and material costs
• Increasing utilization of support service manager
• Improving visibility into service orders and availability of support service manager
• Eliminating service penalties
• Daily, weekly, monthly & quarterly performance reports
• Complaints ; logging, assignment & tracking (ticketing)
• Customer notification e-mails & SMS (regular & emergency)
• Escalation process tracked and monitored
• SLA’s verification process
• Mean time between failure monitoring (optional)
• Integration with NMS (optional)
Module Features
Manage Support Service Staff
Support Service enables you to track and manage your most valuable customer service assets: your support service Staff. The module allows you to plan, maintain and track direct and indirect time through a web-based calendar function. Direct time is automatically entered when a support service order is executed. Indirect time can be added by simply clicking on the date and appropriate activity. This combination helps you to analyze the utilization and availability of your support service staff.
Service Repair and Order Control
The service order defines the scope of the repair work and specifies the item(s) to be repaired by serial number identification if needed. Using specifications from the service contract, the service order proactively checks the customer’s billing and performance arrangements and then stipulates the workflow to be followed for each repair. This service order can then also generate a product repair with appropriate bill of materials and routing, collect repair costs, document notes and comments, and track repair performance data.
Warranty & Claims
• Create new policies, delete older/defunct ones or even update policies to process claims accordingly.
• Determine valid entitlements against your suppliers and customers.
• Receive notifications for timely refunding and billing for returns and repairs.
• Control your costs with integrated entitlement and financial management
• Maintain a running history will be kept of everything that is done with the warranty claim throughout the entire process that can be reviewed at any time.
Flexible Billing
With flexible service order billing, organizations can specify if labor, material, or other charges are billable. Service & Repair also supports flexible and fixed billing modes and, based on the type of service provided, minimum and maximum billing amounts can be set
Track Historical Data
HoneycombERP® Customer help Desk and Support Management provides up to the minute service and repair order tracking that enables the service organization to ascertain the status of a customer’s order and also reports on service orders that are either at risk of or are triggering penalties because of past due conditions. This application provides an online history of records and archives. Also, all contract and service repair activities – including costs, billing, completions, material and labor – are maintained in history.
Customer Ticket Management
HoneycombERP® Customer help Desk and Support Management provides up to the minute service and repair order tracking that enables the service organization to ascertain the status of a customer’s order and also reports on service orders that are either at risk of or are triggering penalties because of past due conditions. This application provides an online history of records and archives. Also, all contract and service repair activities – including costs, billing, completions, material and labor – are maintained in history.
Email-based Submission
• Includes full support for the management of frequently asked questions (FAQs) and support for user’s ratings to prioritize the most useful information.
• Utilizes a Wiki-like user interface for managing simple, non-technical content, including posting, linking, editing and deleting content.
• Allows user to create, store and tag files for sharing and retrieval. Users can perform full text searches to find the information they need quickly.