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Customer ManagementCustomer Management Service/Project ManagementService/Project Management Contract ManagementContract Management Parts Inventory ManagementParts

Mar 29, 2015

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Slide 2 Customer ManagementCustomer Management Service/Project ManagementService/Project Management Contract ManagementContract Management Parts Inventory ManagementParts Inventory Management Escalation & NotificationEscalation & Notification Analysis & ReportingAnalysis & Reporting Mobile Field ServiceMobile Field Service ExpandabilityExpandability Slide 3 Multiple Branches Multiple Branches Multiple Contacts Multiple Contacts Multiple Currencies Multiple Currencies Working Hours Working Hours Customer Type Customer Type Customer Information Slide 4 Service Status History Customer Information Knowing all service requests information and status Slide 5 Tracking and reminding your staff of next appointment, previous appointment Follow up payments, quotation, complaints Collect Payment Send equipment Activities Tracking Customer Information Service Status History Slide 6 Asset Management Customer Information Service Status History Activities Tracking Storing and tracking of all assets purchased and their service history Slide 7 Customer profitability Asset Management Customer Information Service Status History Activities Tracking Knowing actual customer profitability by taking into account of product, parts, labour, travel and sales Slide 8 Project Management Create a project record and track the deadline, next review date, current stage, project manager etc Ability to link the project to a tender that the company is participating Know your project profitability by comparing the estimated budget with actual cost spent Slide 9 Service Request Logging Project Management Logged service request against contact person Categorise the incident / request Log against equipment Assign task to engineer for necessary actions Track logged date time, response time and resolve time Slide 10 Engineer Task Assignment Assign task to engineer for necessary actions Track logged date time, response time and resolve time Generate Job Sheet through MS Words, Email, SMS Track costing Parts, Labour, Travel, Claims Service Request Logging Project Management Slide 11 Generate Service Quotes using pre- defined templates Service Quote Generation Engineer Task Assignment Service Request Logging Project Management Slide 12 Document Management Service Quote Generation Engineer Task Assignment Service Request Logging Project Management Keep track of all related documents, emails, faxes for future reference - Costing Documents - Email Documents - Quotations - Faxes - etc Slide 13 Assign task and create schedule for staff Graphical scheduler for staff which allow daily/Gantt view Task Scheduler Document Management Service Quote Generation Engineer Task Assignment Service Request Logging Project Management Slide 14 Pre defined planned maintenance schedule by weekly, monthly, bi- monthly, quarterly Planned Maintenance Task Scheduler Document Management Service Quote Generation Engineer Task Assignment Service Request Logging Project Management Slide 15 Overview of what is happening in the service department by engineers, task type, task priority, outstanding task, etc Service Overview Planned Maintenance Task Scheduler Document Management Service Quote Generation Engineer Task Assignment Service Request Logging Project Management Slide 16 Service Agreement Create service agreement for contract maintenance Tracking of equipments covered in the contract Multiple contract type - Standard Annual - Unit Based - Time Based - Usage Based - Etc Never forget to bill your customer by creating Contract Billing with appropriate invoice cycle - Monthly - Quarterly - Half yearly - Yearly - Etc Ensure Service Level promised in the agreement with SLA Analyze Contract Profitability Slide 17 Parts Management Manage spare parts for sales and service Multiple location / warehouse capability Categorisation of parts for easy searching Tracking of stock quantity on hand and quantity on order Slide 18 Stock Level Get notified for stock re-ordering base on re-order point Parts Management Slide 19 Purchase Management Generate Purchase Request / Purchase order for low quantity stock Stock Level Parts Management Slide 20 Multi Channel Notification SMSEmailWeb Ulysses Service Desk Activity Reminder Overdue task notification Task escalation i.e.: when a task is overdue for more than one day, escalate it to high priority status and notify the manager about the detail of the overdue task Slide 21 Customer Reporting Customer Listing Customer by Region Customer Service Response Analysis Total Customer View Open/Closed request by Customer Slide 22 Pending Task by Support Group Pending Task by Task Type Pending Task by Engineer Completed request monthly Monthly Response analysis Request by category Etc Service Reporting Customer Reporting Slide 23 Real Time Dashboard Reporting Service Reporting Customer Reporting Real time graphical charts for better understanding of overall activities in the organisation Slide 24 Customer Signature Capture GPS Tracking System Customer Service History Complete information of equipment Full customer contact information Cost Recording Van Stock Management Job Rejection Ability On Site Time Capture Automated Hard Copy Generation Full Audit Trail Online & Offline Access MS SQL CE Database Slide 25 Ulysses Suite also provide the following features Sales & Marketing Service Management ITIL Service Management Complaint Management Facility Management FMCG Solutions Slide 26