Customer Management

Customer Management is a web-based application which manages Customer, Customer Contracts (SLA) and Contacts information such as location details, system availability, Bonus & Abatements, Call priority, PM targets and various other contractual obligations.. It also maintains Multiple Contracts with customisable Service Level Agreements, Service Coverage, Response Times, Automatic Renewal Tracking and Preventive Maintenance Scheduling to assist the business operational needs.

The data collected in this module enables the call scheduler engine to establish the call scheduling order, based on contractual requirement, priority and other scheduling parameters. Once the order is established the calls are allocated to appropriate resource.

The uniqueness of our system is that the contractual information entered in this module assists the call scheduler in generating the scheduling order when a call is being logged, rather than depending on call centre personnel to provide the call scheduling order or priority..

The Customer Management module is a powerful tool in its own right which can be used stand-alone or in combination with the range of Service Management modules to provide the benefit of a fully integrated System

Features:
	This module allows the customer to define the Service Level Agreement (SLA) and targets, based on - the Customer, Contract, Site and Model with a performance regime i.e. System Availability, Respond & Fix etc. with a user definable time frame.
	In addition to SLA targets, a customer can set a priority based on Contract, Site and Model with a user definable time frame.
	Customers will be able to define targets based on device reliability when a device or device group exceeds the failure targets, system will automatically priortise the call as high priority.
	Customers can define special days against a particular site, which overrules the predefined performance regime and apply a special performance regime where a site becomes service affecting or non service affecting.
	The customer can enter the information related to payments including bonus and abatements for system to calculate the total payment against the performance achieved in that period.
	Customer can define similar Assets or groups of Assets within a single or multi-location into different zones. These zones can be prioritized by the scheduler engine based on the priority defined by the customer.

Benefits:
	Flexible and user friendly to define and administer the customer details and contracts.
	Performance of each contract can be viewed in real time with help of SLA parameters set in the customer module
	Call details are validated against customer data to eradicate call errors.
	No need to depend on highly skilled call centre personnel to manage the call.
	Business rules and performance targets can be defined and managed.
	Cost saving due to streamlining of SLA administration.
	Compete more effectively with minimum resource.
	Improve cash flow through effective invoicing.