Customer Management |
Customer Management is a web-based application which maintains and manages
Customers’ Multiple Customer Contracts (SLA), System availability, Service
Coverage, Response Times, Bonus & Abatements, Call priority, Preventive
Maintenance targets, Automatic Renewal Tracking and Preventive Maintenance
Scheduling to assist the business operational needs and also contains Contacts
information such as location details.
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 call centre personnel providing the call scheduling
order.
The Customer Management module is a powerful tool, which can be used as stand-alone
module or in combination with other Service Management System modules to provide
the benefit of a fully integrated system.
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Features |
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This module allows the customer to define the Service Level Agreement (SLA)
and targets, based on Customer, Contract, Site and Model with a performance
regime i.e. System Availability, Respond & Fix etc. with a customer definable
time frame.
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In addition to SLA targets, a customer can set a priority based on Contract,
Site and Model with a user definable time frame.
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Customers will be able to define targets based on device reliability when a
device or device group exceeds the failure targets, system will automatically
prioritise the call as high priority.
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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.
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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.
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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.
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Benefits |
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Easy to define and administer the customer details and contracts.
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Performance of each contract can be viewed in real time with help of SLA parameters set in the customer module
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Call details are validated against customer data to eradicate call errors.
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No need to depend on highly skilled call centre personnel to manage the call.
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Business rules and performance targets can be defined and managed.
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Cost saving due to streamlining of SLA administration.
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Compete more effectively with minimum resource.
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