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