Service management

JustRelate CRM standard supports processing the following service tasks:

• Recording and processing service calls (question, fault, complaint and complaint 8D),
• Processing service quotes and follow-up service orders (service mission, repair, and spare part order)
• Processing maintenance (inspection, maintenance and reconditioning) and start-up orders

There are service cases that can be planned, and others that cannot. The key objects for mapping a case are Service call, Service quote and Service order.

After viewing existing customer contracts or identifying maintenance intervals of the products installed at the customer's site, periodic maintenance appointments are usually scheduled. A service quotation is usually created for a planned date, which is followed by a service order that must be planned, arranged, executed and confirmed.

Incoming service calls such as requests, fault reports and complaints cannot be planned. A call is registered after coming in and is qualified afterwards. It can entail a service quote followed by a service order which must be generated, planned, arranged, executed and confirmed.