Self-service

With internet access, engineers can retrieve the very latest job information 24/7, passing details back to head office via inexpensive hand-held devices or their laptops. Customers can log calls directly through a secure website and check job progression, shifting the pressure from your call centre while enhancing the service experience.

Remote access

Having logged on, either on-site, at the office or at home, engineers can view their allocated calls and associated customer details. Details about jobs complete, for example, times, parts used/required and fault analysis can all be entered and routed seamlessly into the core system for processing without any re-keying.

Hand-held devices

To facilitate mobile working, your engineers can choose to receive an update of job allocations direct from the call centre to their handheld PocketPC. On completion of a visit, call details and the customer's signature can be uploaded back to head office. The device synchronises calls, engineer parts, fault analysis codes and more via GPRS.

Customer portals

Logging on to a secure website enables customers to enter call information directly and check job progression via visibility of their call status. This simultaneously enhances the customer experience while shifting away the pressure on your call centre so they can focus on call resolution.

Further information:

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4 steps to selecting service management software

This structured approach to software selection will help you determine which solution best meets your needs. Covering everything from research to implementation, this useful guide also provides detailed coverage of service-specific functionality, such as meter billing & contract management tools, PDA integration and more.
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