Software for coordinated customer service

tl_files/themes/Modus/images/service_management.pngCo-ordinated customer service

There’s few things more frustrating for a customer than to receive poor customer service. Having access to the most up-to-date information about all of your customers, available to staff at every point of contact, enables you to deliver a professional service leading to happy customers and repeat business. MODUS astute collects together all customer information relating to sales, marketing or manufacturing, allowing you to discuss any aspect of their business with you, with full knowledge of what’s in progress and what’s been agreed.

Schedule and record service calls

Service staff can contact customer and book-in service visits using Call Schedule, which displays available and pre-booked service visit slots. The system provides prompts to set up service visits based on the customer’s details.

Assign service visits and manage engineer schedules

Service visits can be scheduled to specific engineers, created appointment calendars and reminders. This can all be tracked back to whoever made the service booking.  At the same time, any required parts are assigned to the job, checked against stock and despatched to service engineers to ensure they have the right parts for the job and that van stock levels for regularly used items are maintained.

Use service and parts history to help engineers improve first time fix rates

The intelligence gained from previous service history and parts usage is used to support stock management, and make sure that the right parts are always in the right place. By being aware of regularly used items, or by identifying regularly occuring faults and their associated replacement parts, you can ensure that van stocks are always replenished. The combination of accurate appointment scheduling and efficient parts distribution helps you achieve improvements in first time fix rates.

Manage warranties, parts and customer equipment

Full details of all customer equipment, along with associated warranties and replacement parts are recorded. This enables service staff to contact customers with full knowledge of their warranty cover and their specific equipment, and enables engineers to carry the correct parts for service calls. All parts can be managed by serial number and easily booked in and out of stock.

Improve service through reporting and analysis

Service reporting and analysis provides powerful information about your service team’s performance, or about which customers are being over-serviced. First time fix rates can be analysed by customer or by engineer. Response times can be measured, and variations against contracted response times identified. You can also analyse fault finding and use this information to feed back to the quality control process. 

Improve service efficiency from scheduling through to first time fix engineer calls. MODUS astute supports the process from start to finish - linking together scheduling, engineers, parts, equipment and warranties.

To see for yourself how powerful this Service Management module could be for your business, call us or complete the contact form to book a 1-hour demo.