Call Management Features and Functions

• Identifies customer site and dates calls


• Call queue sequencing options


• Call routing and prioritization


• Priority and deadline codes


• Call escalation


• Assigns customer service representative


• Defers or cancels call activity or service


• Internal service requests for action against particular items


• Generates service orders


• 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


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


• Call close


• 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


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


• Track and monitor customer complaints