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MX-CRM, After Sales Services Software increases your efficiency in servicing customer requests, helps you reduce service costs and increase the profitability of your Service business.
Service Requests - Record, track and quickly process customer requests for service and support (service tickets) » Learn more
Repairs - Optimise your service repair processes by tracking and managing the complete service cycle. » Learn more
Service Level Agreements (SLAs) - Create and manage service contracts. Accurately define the level of service that will be offered to your customers. » Learn more
Installed Base - Record and track detailed information on all product items owned by your customers. » Learn more
Service Planning - Set up your after sales service policy and processes in line with your individual business needs. » Learn more
Service Analysis - Monitor the quality and profitability of customer service at all times. Benefit from a structured system for processing and handling product defects, enhancement requests or software upgrades. » Learn more
Efficiently handle and resolve all types of customer problems and requests, including helpdesk calls, complaints, repairs, hardware and software problems, and information requests:
- Assign service requests to appropriate personnel or teams
- Associate service requests with any customer product
- Define stages in resolving a service request
- Define activities and/or repairs needed to resolve any service request
- Outsource service requests and related activities to your business partners
- On reception of a service request, automatically check for coverage by an SLA or warranty
- View and modify all the services requests handled by your subordinates on-line
- View history of all customer service requests on-line
- View history of all changes made to service requests on-line
- Calculate time, units and amount spent for any service request based on all related activities and tasks
- Cater for on-site and out-of-working-hours calls through post-dated service request logging
Differentiate your service offering from that of your competition by automating planning, execution and control of repairs in a structured and flexible manner:
- Assign repair activities to appropriate personnel, teams or selected business partners
- Plan, execute and control any type of repair (including field repairs)
- Define deliverables for every type of repair
- Define resources for every service and task included in a repair
- Define budget and time
- Define costs and expenses (including products and spare parts)
- Attach time, cost and expenses to any repair and record them in a repair card
- Attach forms to repairs
- Quote budget estimates
- Quote repairs products and services
- Define approvals to be obtained in the repair process
- Define dependencies between repair services and tasks
- Define dependencies between repair activities and customer acceptance
- Link repairs to SLAs and warranties
- Link repairs to project, customer opportunities and communications
- Track all changes made to a repair
- Monitor the progress of work on-line
- Obtain updates for repairs
- Control resource utilisation
- Control actual time and cost against plans and budgets
- Control repair profitability
- Obtain detailed reports
- Track customer satisfaction
Leverage your customer service and increase profitability through automated management of customer contracts:
- Support any type of SLA including subscription, support, and facilities management
- Links SLAs to specific customers or customer segments
- Specify coverage for any user of the customer or of any company in the customer Group
- Use multiple billing options for SLAs, such as billing per service, per SLA, etc.
- Define different levels of service by configuring response time, time to fix and hours of service
- Specify effective and expiry date
- Define different statuses for SLAs (e.g. active, inactive, etc.)
- Define different stages for SLAs
- View the complete history of transactions on any SLA on-line
- Link SLAs to related file, such as signed contracts or Knowledge Base articles
- Create SLA templates with pre-defined services, billing information and level of service
- Define 'blanket' SLAs for multiple products and services
- Associate attributes of an SLA with existing attributes of the system e.g. link the response time of an SLA to the response time of a customer service request)
Record and retrieve details of all products purchased by your customers or business partners:
- Track complete records for all customer products, including information on version, serial number, customer location, purchased date/price, warranty and end user
- Maintain information on the channel or business unit through which the customer bought the product
- Tracks items bought as members of other products or product sets
- Maintain multiple installed bases for every customer or partner
- Define functionality based on type of installed base, such as main, stock, inactive, repairs, scrap, loan, etc.
- Manage installed bases for groups of companies or individuals (e.g. households). Maintain a global view of all products in them
- Move one or more products from one Installed Base to another
- Link installed base products to related files, like invoices, warranty cards, or Knowledge Base articles
- Execute and track various transactions on purchased products, such as upgrading, repairing, moving, deleting, etc.
- View the complete on-line history of transactions for any purchased product
- CView all repairs or service requests related to a purchased product on-line
- Associate installed bases with specific channels or business units
- Configure installed base so as to match your individual business needs
Set up your after sales service system, and define the parameters of its behaviour:
- Define whether or not specific types of customer service requests are to be handled exclusively through SLAs or not
- Create mass service requests, and mass assign them to personnel teams
- Create mass SLAs
- Manage Preventive Maintenance: automatically schedule visits, and generate work orders and material lists for SLA items requiring preventive maintenance, or for items having reached a certain usage counter
- Identify and manage customer-specific product warranties about to expire
- Identify and manage items on loan to customers
- Maintain lists of supported and unsupported products
- Set up standard, uniform processes for handling similar service requests based on their type
- Define the work needed to fulfil the request
- Define the personnel, departments or teams to be handling different types of requests
- Define the escalation path to be followed by similar service requests when they are escalated to higher-level users or departments
- Define automatic triggering of escalation based on specific conditions
Effectively manage your service performance:
- Define SLA Usage and Profitability metrics
- Monitor SLAs renewal
- Obtain detailed data on the volume and type of service requests concerning specific customers or customer segments, products, SLAs, or activities
- Obtain accurate analyses on product quality based on the service and repairs performed on specific products and product types, common problems encountered on them, as well as received customer complaints
- View service requests and SLAs handled by each business unit on-line
- Monitor the quality of SLAs-related service offered by each business unit
- Service Quality Management
- Track the complete process of planning, handling and controlling defects, from the first time they are reported, until the customer complaint is resolved
- Define common types of defects, enhancements or upgrades
- Define processes for managing defects, enhancements or upgrades
- Classify defects according to product, product family, etc
- Classify defects into categories
- Classify enhancements into feature categories
- Define list of resources to be notified when defect is changed and/or resolved
- Link related files and Knowledge Base articles to defects, enhancements or upgrades
- Track all customers affected by a defect
- Identify all customers that are eligible to an upgrade or enhancement
- Automatically update the product records of customers who have received an upgrade or enhancement
- Obtain detailed reports on defects, enhancements or upgrades