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Service Collaboration
    Description
    Business Value
    Business Process Flow
    Template Modules and   Components
  Channel Collaboration
  Procurement Collaboration
 

End2End Visibility


Fortress Suite    
  Manage the  
  risk for your
application
 
A total solution for enterprise IT system security control, monitoring and auditing. The Fortress system centralizes the management of networking devices, monitors and controls operation processes of operators, protects enterprise IT system security and avoids human errors.
Click for detail

 

Service Collaboration


Template Modules andComponents:

 

Service Process Management

Problem Ticketing Process
Captures and classifies the customer problem from various source with easy integration agent
Customizes problem ticketing process based on business requirement
Problem solving resource management, included
human resource and knowledge base
Problem solving process tracking

Service Order Assignation and Execution
Assigns service order to appropriate resource founded on pre-defined rules automatically or manually
Reviews and Accepts service order, generates resource request.
Tracks the execution of service order, records the activities of customer service
Generates and assigns regular maintenance service order automatically

Miscellaneous Service Activities Management
Captures batch replacement order, and split it into several task automatically
Generates parts request for batch replacement
process, and tracking the execution flow
Manages the product upgrading process and other special service activities

Contract, Service Level Agreement and Service
KPI
Service and maintenance contract management.
Customer install base information management along with customer data repository
Service level agreement management, included service level, responsible time, service content, etc.
Collects, calculates and reports user-definable service performance indicator

 

 

Service Parts Supply Chain

Service Partner Management
Service partner information management, repair
partner information management.
Service partner authorization management, included
authorized product, authorized territory Monitor and
control spare parts quota of service partner
Service channel network management and support
relation maintenanceService channel inventory
management
Service channel cost and reckoning management


Channel Performance Monitoring
Service partner performance information definition,
gathering, processing and calculating.
Repair partner performance information definition,
gathering, processing and calculating.
Service and repair partner real-time status view

Human Resource and Knowledge Management
Service engineer information management.
Service engineer authorization and territory management
Manages product knowledge and issue repository

 

 

 

¡¡Content  
Brief
Business Value
Flow chart
Function
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