Qualifying service calls

Service calls are mapped in the system as process-related cases and can be further qualified through activities. By assigning service objects, contacts, documents and contracts as well as determining the relevant FAQs and trouble codes, you can bundle up all information in the call that is necessary for transforming it into a service order.

You can provide the process of the call treatment by selecting the call type. For every call type, corresponding statuses and standard activities can be defined in the process definition. The JustRelate CRM stan­dard offers various call types that you can adapt and extend as needed, for example:

• Question (inquiry)
• Fault
• Complaint
• Reclamation (8D)

A service call can be qualified through activities (callback, email, etc.).

The view on activities can be filtered via dialog menus in the list (Type, Maturity), or extended (View). The activities of the call or, in addition, the activities of downstream service cases (assigned to the message) can be displayed in the activity list.

Service calls usually refer to a product installed at the customer's. The products of a customer installa­tion can be assigned to service calls only if they are stored as service objects in the system.

The options of the Service objects tab under General are automatically restricted to the service objects installed at the customer's. The system automatically reminds you to select the service object prior to saving. A call can be assigned to no, one or several service objects.

If you have created the call from a customer form, the selection automatically offers all the service objects stored for this customer.

If no service objects are stored for a customer in the system, you can directly create new service objects for the call using the Service (new)/Object function. In this process, assigning a product from an order-related customer installation changes the product into a service object.

Using the Open customer installation function in the active service object tab, you can change directly to the customer installation where you can view product details already when the call is created.

Assign the person and company contacts required for processing the call to it, specifying their spe­cial role for processing the call. When a call is created, the customer, the customer’s responsible agent and the creator are automatically preset. The contacts including their roles are auto­matically displayed in the contact list. If it can be anticipated that a service mission becomes neces­sary, you can select an already predefined service team from the contact list. Use the Explode group function if you wish to assign an individual service technician from the team already in the call. For service cases that are processed collaboratively, this selection will usually only be made when personnel is allo­cated for the service order.

A potential Customer contact (person) is always taken from the initial form, even if, for example, a call or a service offer or order is created from a person. If a cus­tomer contact is automatically added to the contact relationship list, the contact is automatically given the Recipient flag.

In the Documents tab, you can assign any call-relevant documents, e.g., a word document with an error description passed in by the customer.

In the Customer contracts tab, all contracts assigned to the customer are visible. If needed, you can check the legality of the inquiry (warranty times, service conditions, ...) here.

When creating or qualifying a service call, it is important to determine relevant FAQs and trou­ble codes as quickly as possible, and assign them to the call (Find FAQ, Find trouble code functions).

In the course of post processing a service call, you can assess the relevance of the assigned FAQs.