Service Management Software
Service management software is basically a part of Customer Relationship activity popularly referred as CRM. Service in broader terms not only refer catering to product complaints but goes beyond the same and also includes warranty management, amc management, complaint management etc.
Warranty Management
Warranty period is the fixed period of time starting from the date of sale or date of commissioning of an item or a product as per the terms agreed.
Usually the warranty period is twelve months from date of sales or date of start up of an item or a product, which is fixed at the time of finalization of sales contract.
Once a product is supplied and commissioned or started, any call pertaining to product related issues received from the customer during the stipulated warranty period is termed as warranty call
Attending to the warranty call is not only a part of Customer relationship management, but it is is mandatory and a statutory obligation on part of the supplier to ensure the complaint received during this period is attended within the stipulated time frame.
Annual Maintenance Contract
Once the warranty period of a product is over, the warranty on product is termed as expired and supplier is absolved of all the obligations he need to fulfill during warranty period.
Subsequent to this it is for the customer to decide whether he wants to enter into a further service contract with the vendor or not. This contact for service is usually for one year and at at time also referred to as Annual Maintenance Contract.
Annual Maintenance Contract also referred as AMC, is a separate contract for service of the product and has its own separate Terms and conditions of the contract. AMC can be for one year or the period of AMC can also be separately specified which may be more than or even less then one year depending upon the period of contract agreed between vendor and the customer
Most of the times customer enters into AMC with the supplier only, but has an option of entering into an AMC with another vendor of his choice based on the reputation and quality of service the vendor is capable of delivering
Our software is very useful to keep tack of various activities carried our during the AMC period, like adherence to agreed preventive maintenance schedule also referred to as PMS, date, time and duration of each and every service visit during AMC , spare parts replaced or consumed during the AMC period etc.
Features of Service management software
This software keeps record of each and every service request it receives like call for items under warranty or items under Annual Maintenance contract or warranty related calls. Each and every above service request received from customer is tracked by the complaint tracking feature of the software where in the software keeps track activities carried out for that particular call.
The actions taken on a call may be a service visit, or replacement of parts or dispatch of parts, however irrespective of the type of activity done on each call it well recorded and stored centrally which can be accessed by anybody having an authority to access the same.
This software being online and web based the information can be tracked from anywhere on any time basis
Service management module include various important features and functions as under-
-Keeps track each and every machine history serial no wise, customer wise, product wise, service technician wise etc.
-Keeps track of all the complaints received and recorder
-Records all actions taken on each and every complaint received.
-Gives report on status of each complaint / service call
-Maintains record of time take from receiving the complaint to closing the complaint
-Also maintains the record of spare parts consumed on each service complaint
-Maintains service register
-Can also take care of warranty service
-Can create quotation of spare parts
-Keeps track of the quotations submitted to customer ach item wise
-Maintains records of orders received item wise, customer wise, product wise, date wise etc.
-Also acts as customer database management software application.
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