Call Management Features and Functions

• Identifies customer site and dates calls


• Call queue sequencing options


• Customizable call priority sequencing


• Call routing and prioritization


• Priority and deadline codes


• Call escalation


• Maintains log of customer system downtime and running hours


• Assigns customer service representative


• Provides alternative engineering assignment


• Customizable parameters for engineering scheduling


• Defers or cancels call activity or service


• Internal service requests for action against particular items


• Generates service orders


• Option for service engineers to order parts against calls, inventory replenishment, or item expensing


• Orders for repair and service kits


• Manual or automatic allocation of items to service orders


• Adjusts service order allocations


• Manual or automatic de-allocation of items to service orders


• Equipment serviced by product number, revision level, or serial number


• Service call reporting by contract type, product, or failure code


• Service call reporting details include labor, expenses, material usage, failure reason, and repair performed


• Call close


• Service charge and spare part billing


• Invoices for service calls and orders


• Inquire and access all data for an account including location, services, customer, service orders, account receivables, and credit history from a single inquiry


• Re-route customer inquiry to the appropriate person through workflow and e-mail capability


• Associate notes or communication with an account, customer, or service order


• Telephony interface provides caller ID lookup against a contact record to fetch the correct contact record based on the in-bound caller ID


• Telephony interface provides the ability for the caller to identify himself using his regular telephone number


• Telephony interface provides an inbound call queue management sending incoming calls to the next available operator


• Schedule follow-up call which will pop-up at the appropriate time


• Track and monitor customer complaints


• Automatically generate free form/user defined letters and notices and letters of credit based on pre-defined criteria


• Merge letters and notices with selected customer addresses and send them automatically through fax or e-mail