Service Order Management

Novosales allows you to offer service that differentiates you from the competition and increases customer satisfaction. With a comprehensive view of customers at their fingertips, your employees can deliver excellent service and make sure that all commitments to your customers are met. Below is the quick scope.

•    Prioritize and organize employee workloads and determine the resources that are required, including the estimated time to complete the service, the required spare parts and the availability of those spare parts
•    If a task – such as responding to a customer request for repair – is falling behind schedule, an escalation mechanism can be triggered to alert the responsible employee.
•    You can create service confirmations and view detailed information on the incident category, time taken to complete the service order and spare parts used.
•    You can track call resolution rates, order volumes and backlogs, associated costs and revenues, daily service delivery averages, rates of compliance with service level agreements, open versus completed service orders and the closure rates of outstanding orders.
•    Employees can track the progress of customer inquiries from creation to resolution and attach electronic documents to a customer’s service record or account.
•    Within the knowledge management repository, you can store, maintain and search for information, such as procedures, frequently asked questions, repair tips and articles about previous solutions.
•    You can specify performance objectives service levels, for service delivery, such as the maximum processing time for resolving or completing a customer incident.
•    Register and track individual warranty entitlements against serialized products.
•    You first define your warranty offerings, including duration, coverage and service and spare parts limitations. You can then apply the warranties automatically when carrying out your service processes.