Cus­to­mer Management

Cus­to­mer Management

The direct line to your customer

Inno­soft Cus­to­mer Manage­ment ser­ves as an inter­face bet­ween a com­pa­ny and its cus­to­mers. Inco­m­ing inqui­ries, orders or fault messages are recei­ved here, ent­e­red into the sys­tem and pro­ces­sed fur­ther. Depen­ding on the type of pro­cess, the infor­ma­ti­on is for­war­ded to the rele­vant depart­ments, such as Ser­vice, Sales, Mate­ri­als Manage­ment, or Con­struc­tion, whe­re a dama­ge report can not only result in a repair order. Intel­li­gent cus­to­mer manage­ment also uses such claims, for examp­le, as the basis for a sales dis­cus­sion or a design improvement.

User Headset

Com­pe­tent con­ta­ct for cus­to­mer calls

Via the call iden­ti­fi­ca­ti­on of the Inno­soft Pho­ne Cen­ter, the asso­cia­ted digi­tal cus­to­mer file inclu­ding machi­ne histo­ry can be ope­ned immedia­te­ly for inco­m­ing calls, and it is pos­si­ble to map even com­plex sys­tems con­sis­ting of several machi­nes. The hot­liner can see at a glance which cus­to­mer he is dealing with and which pro­ducts he has purcha­sed so far. The agent immedia­te­ly recei­ves an over­view of any open tickets as well as all pre­vious cus­to­mer or pro­duct events, and can the­re­fo­re pre­sent hims­elf as a well-infor­med con­ver­sa­ti­on part­ner and for­ward the ticket to the respon­si­ble depart­ment after recei­ving and record­ing all rele­vant information.

Dyna­mic ticket workflows

Sin­ce inte­gra­ti­on into exis­ting sales, design and ser­vice pro­ces­ses is an important pre­re­qui­si­te for suc­cess­ful com­p­laints pro­ces­sing, the Cus­to­mer Manage­ment is inte­gra­ted into order pro­ces­sing and mate­ri­als manage­ment. In addi­ti­on, all docu­ments rela­ting to an order or a mal­func­tion, such as reports, forms, per­for­mance records or quo­ta­ti­ons, are archi­ved and assi­gned to the machi­nes and pro­ces­ses. The­re are varia­ble and pre­set work­flows for the­se pro­ces­ses, each of which can be defi­ned based on the ticket type. Sta­tus tracking is pos­si­ble at any time in the step-by-step pro­gram. All com­p­laints not resol­ved in the first call are for­war­ded to experts in the spe­cia­list depart­ments. The alrea­dy per­for­med work steps (levels) and the cur­rent pro­ces­sing sta­tus for the initia­ted pro­cess can be view­ed at any time.

CRM func­tio­n­a­li­ty and ticket system

In the Cus­to­mer Manage­ment the infor­ma­ti­on from all modu­les of the Inno­soft Ser­vice Manage­ment Sys­tem is mer­ged and pre­sen­ted in a clear way. Addi­tio­nal trans­pa­ren­cy is crea­ted by the lin­king of a ticket with the rele­vant data objects. If a seri­al error is detec­ted, a ticket can be gene­ra­ted auto­ma­ti­cal­ly for all affec­ted pro­ducts. The struc­tu­red eva­lua­ti­on of the coded faults (fault loca­ti­on, cau­se, solu­ti­on) enab­les the crea­ti­on of a know­ledge data­ba­se which can pro­vi­de valu­able infor­ma­ti­on for sales, ser­vice and design depart­ments. An exter­nal ticket sys­tem on the Web also allows the cus­to­mer to crea­te tickets direct­ly in the sys­tem and call up the pro­ces­sing sta­tus at any time via the brow­ser-based app­li­ca­ti­on. The ticket pro­ces­sors are infor­med about the resub­mis­si­on of pen­ding tickets and open points, with mis­sed dead­lines mar­ked in red.

Fur­ther app­li­ca­ti­on possibilities

Infor­ma­ti­on about the modu­les of the Inno­soft Ser­vice Manage­ment System
Resour­ce Plan­ningThe gra­phi­cal plan­ning board is a clas­sic of modern resour­ce plan­ning. With just a few keys and some simp­le mou­se clicks, you can crea­te and allo­ca­te assign­ments almost playfully.
Mobi­leUsing Innosoft’s Mobi­le app­li­ca­ti­on, your tech­ni­ci­ans can access all the infor­ma­ti­on they need to pro­cess their assign­ments any­whe­re, any­ti­me – even offline.
Pro­ject Manage­mentVisua­li­ze sub-pro­ces­ses of your pro­jects as Gantt dia­grams, defi­ne mile­stones and trans­fer this infor­ma­ti­on direct­ly into the Inno­soft Resour­ce Plan­ning to keep con­trol over pro­gress, capa­ci­ty uti­liz­a­ti­on and cos­ts at all times.
Main­ten­an­ce Manage­mentWith Main­ten­an­ce Manage­ment, due ser­vicing tasks are always sche­du­led in good time. On the basis of defi­ned ser­vice levels with spa­re parts packa­ges, the cor­re­spon­ding ope­ra­ti­ons are auto­ma­ti­cal­ly ent­e­red into the plan­ning board.
Sales Manage­mentAs an inte­gral part of the Ser­vice Manage­ment Sys­tem, the Sales Manage­ment sup­ports you even with com­plex offer struc­tures. Assign­ments can be plan­ned com­for­ta­b­ly on basis of the orde­red ser­vice items.
Invoi­cingAt the com­ple­ti­on of the ope­ra­tio­nal order flow, the Invoi­cing modu­le is inte­gra­ted into the ser­vice cycle and enab­les the quick and easy accoun­ting of ser­vices ren­de­red, expen­ses and mate­ri­al consumption.