CSDP’s Service Relationship Management (SRM)© for Field Service software solution focuses on ensuring that service technicians with the right skill set are properly dispatched the first time with the right information and parts, which is critical to both customer satisfaction and service profitability. The heart of the system is our entitlement engine that quickly and easily identifies what level and type of service your customer is entitled to. This ensures you meet your contractual SLA requirements and don’t over deliver or under deliver service. Our mobility solutions give field technicians real-time access to critical service data 24x7 and allow them to complete transactions while on-site.
 

Features:

• Auto-generates service requests for follow-up activities and for proactive events
• Easily manages voice phone, web, email, IVR and electronic interface service requests
• Tasks queuing
• Allows for access to complete interaction lifecycle history
• Automate and control work orders with Service Dispatch’s powerful Escalation Engine
• Track service technician times, parts and expenses
• Automatic alerts and notifications improve customer service experiences
• Real-time accurate view of dispatch operations prevent service dispatch conflicts
• Warranty entitlement alerts
• Assign multiple service people to a singular job, where necessary
• Get at-a-glance information on a customer’s exact entitlement status, whether under-contract, under-warranty or out-of-coverage
• Determine the most cost-effective service delivery method
• Capture manufacturer warranties by serial number

 

Benefits:

• Increase sales and support productivity
• Significantly improve customer service experience
• Better decision-making tools
• Resolve service requests more quickly
• Retain more customers
• Provide proactive service, not just reactive
• Balance service workload more effectively
• Reduce service dispatch costs
• One of the highest ROIs in the industry

CSDP’s Field Service software solution typically includes the following modules: Dispatch, Entitlement, Scheduling, Time Tracking, Knowledge Management and Reporting modules. Other SRM modules can easily be added to SRM for Field Service including Contracts & Billing, Contact Center, Inventory Control, Depot, and Training.