OptiPro ERP

Service Management

With OptiProERP, Service Management is built into and integrated with your ERP, giving you a single system where you can fully manage all aspects of service calls and customer service information, so you can help guarantee timely response and resolution times.

OptiProERP’s Service Management Benefits

• Improve response times with real-time alerts when preset limits are exceeded
• Provide better customer service with the ability to navigate service calls to the relevant consultant, department, or employee
• Quickly find resolutions to common issues using a solutions knowledge base
• Have efficient contract administration by maintaining customer agreements with crucial information on service contracts and warranties
• Real-time analysis of service information with instant access to multiple reports on call volumes, durations, and response times
• Employ an automated and standardized approach to contracts using predefined templates 
• Empowers employees by accessing their call performance to take any necessary action
• Enhanced customer data with customer equipment cards that track the serial numbers of items sold and services provided

OptiProERP’s Service Management Functionality

• Administer all key aspects of the customer warranty and service contract life cycles
• Manage projects by creating tasks and activities related to customer requests
• Online ticketing system lets you receive and track customer issues through to resolution
• Control access and authorizations for specific service data and reports
• Monitor the contract terms, renewal, and expiration times for particular items
• Use the service monitor to display all open service calls and overdue calls
• Evaluate service performance by analyzing service contracts and technical call data
• Provide alerts when call durations and volume limits have been exceeded
• Assign tickets, create activities, and contact customers both locally and remotely
• Define different queues to navigate service calls to relevant departments or employees
• Employ an automated and standardized approach to creating service contracts
• Analyze service calls by queue, response by assignee, average closure time, and more