Service management features

The system for sales and service provides a 360-degree view of the customer

  • Current and centrally managed contact data (customer, contact person, supplier, partner) are also usable in service.
  • Central appointment coordination for sales and service.

Supported processes in service

  • Procedures and cases along the total life cycle of a product are visible, from the business opportunity through sales to the service cases.
  • Documentation of all service activities centrally in one system.
  • Based on the history, every technician knows what has taken place regarding the customer and the product up to now.
  • Powerful functions support the staff members.
  • Increased service quality through consistent planning (no appointment conflicts, selection of qualified staff members, etc.).
  • Initiate communication processes directly from the CRM, consistently, based on templates, free of errors.
  • The customer is perfectly informed thanks to automated processes such as automatic presen­tation of appointment or order confirmations, service reports, etc.
  • More transparency for customers, e.g., through a self-service customer portal that enables them to submit service notifications or inquiries themselves, view the status of service cases, communicate with technicians, etc.