After sales service platform include CRM, Ticketing System,  Field Service Mobile App, and Call Center.

Solution outlines:

• High Customer Satisfaction- high response time with quality.
• Cost reduction: High utilization of resources.
• Increase revenue: by increase management capacities of operation managers.
• Full integration with other functionalities (with ERP)

Solution components:

• Sales Android Application.
• Survey and Audit Android Application.
• System Back end (Odoo, PostgreSQL).
• BI and Reporting Engine (Base on SpagoBI).

Features and details:

• Customer Records & Service History Organized:
  • Full CRM with all customer details in one place
  • Full history is one click away; complains, work orders, purchases , invoices …ect
  • Pop-up in CC agent screen direct to customer profile
• Service Dispatch and Orders Tracking:
  • Easy assign and re-assign WO
  • View Jobs & Technicians on a Map
  • Improve Response Times (color-coded Kanban View for WO)
  • Optimize Routes and
    Reduce transportation.
  • Access Customer info From the Field.
  • Reporting about specific WO , specific team, or specific period of time.
• Seamlessly integrate estimating, invoicing, work orders and inventory:
  • Job and spare part estimation direct from mobile app to the customer.
  • Can be integrated with Bluetooth printers to print invoices on site.
  • Track Hours by Job: travelling and actual job hours
• Employees and Resources Tracking and Audit:
  • Tracking Employees , all activates are GPS tracked.
  • Use remote attendance to build filed workers time sheet.
  • Audit work using pictures collected after job (for Employees and outsource).
  • Reports for every filed worker performance (WO per week, month …ect).
• Integration with exist infrastructure:
  • Integration with Orion ERP for : inventory, prices , WO updates, warranty data.
  • Integration with Alcatel PBX: to handle call center activates and integrated it with CRM.
• Integration with Call center Activities :
  • Direct pop-up to Agent screen with customer profile depend on inbound numbers.
  • Open claims direct from customer profile.
  • On click to see all history of WO for specific.
• Advance CC Features:
  • Call Management: Inbound calls - ACD, Queue, IVR
  • Call Recording & Voice Log Storage: full or on-demand
  • Supervisor Management: Real-time Dashboard, Listen-in, Barge-in, Reports and Analytics
• Advance Reporting:
  • Performance Reports for Field workers.
  • Sales Reports: per field worker, per area, per type of WO…etc
  • Cost of Warranty: per product, per model , …etc
  • Call center Reports: agents report, calls reports … etc