Epicor® Vantage® / Vista™ - Customer Service Management
Module
Customer service management establishes a collaborative framework for streamlining service operations. It provides a 360-degree view of your customers to aid in the diagnosis of a customer inquiry or issue, and determination of the best resolution. It provides every department in your company with instant access to the information needed to provide the superior level of support you are committed to providing to your customers. Designed to handle your customer service calls, the Helpdesk supports any department performing a service-customer service, technical support, internal service and field service. Field Service extends the service flexibility to the dispatching of field implementation and repair personnel, management of service inventory and costing. In the case of customer returns, information is entered as a returned material authorization and tracked until the proper resolution is completed. Customer service ensures total lifecycle management of service requests to the level of satisfaction your customers demand.
FIELD SERVICE Field Service is designed for people who install, repair or service offsite or at the plant. You can centralize all processes related to the dispatching of technicians and cost reporting of service calls in the field. This application supports drop shipment of service parts directly to the customer site. The application is set up for a single interface, so a dispatcher can track all stages of each service call with just a few mouse clicks.
HELPDESK From initial call to resolution and follow-up, the Helpdesk provides a customer focused solution for personalized, high quality service. This comprehensive one-stop solution enables your service team to manage current case load and respond quickly to customers for industry leading customer satisfaction.
The Helpdesk includes a case workbench equipped with time saving links to customer focused activities (e.g. new quotes, orders, RMA requests, or service calls). In addition, there is a search-driven knowledgebase and case-driven workflow for standardizing case resolution. Helpdesk is fully integrated with the Field Service application for easy access to dispatching field activities and providing field service representatives access to online knowledge bases, existing customer field service calls, warranty information, and service contracts.
RETURNED MATERIAL AUTHORIZATION Enhanced return processing offers enterprise-wide tracking of pending returns and disposition of these parts by unique returned material authorization number. Enter information about returns, and transfer that information to the different groups that may need to take action (e.g. inspection, billing and order processing). Armed with full notes capabilities and document management functionality, tracing the steps of a returned part for requirements certifications is inherent in the system.
Epicor® Vantage® / Vista™ - Customer Service Management
