Service Management Core System

Service Call Management
Effective tracking and reporting solutions can help you plan and solve customer problems more efficiently. Using Service Call Management ensures the right technician gets assigned to the job, preventing wasted time and travel. Each service call is stamped with the time and associated data, providing technicians with an accurate schedule, detailed work order and complete service history, allowing you to guarantee service response time and measure your results. Best of all, you can monitor your bottom-line expenses while effectively delivering service to your customers.

Service Dispatch
A comprehensive Schedule and Dispatch System allows you to see all facets of the customer relationship and leverage that knowledge to improve customer service. All calls are viewed on a multiple-view Dispatch Board, making it easy to check and adjust technician workloads, set or change appointments, update call statuses (e.g. dispatch, arrived, complete) and monitor commitments under service-level agreements. Inherent to the module is the ability to schedule by service area, skill set, or technician schedule, which allows you to assign the best technician available for a call. The WennSoft Schedule and Dispatch System will improve your response time and accuracy. As a result, you will lower costs while keeping your focus on what is important – the customer.

This powerful functionality, combined with the following features, makes the WennSoft Service Management Series a robust application that can improve customer service and increase efficiency.

• Customer service database with unlimited service locations
• Visual cues that quickly indicate credit, accounts receivable and maintenance contract status
• Extensive search criteria that includes the ability to locate a customer by:
  • Name
  • Address
  • Phone Number
  • ZIP/Postal Code
  • Customer ID
  • Equipment Serial Number
  • User-Defined Fields
• Service dispatching with technician scheduling by availability or skill set
• Flexible date and time stamping of service calls
• Ability to handle multiple issues, technicians or equipment per service call task
• Notification of recent service activity at selected locations
• Service history by piece of equipment, location and maintenance contract
• User-definable problem/resolution tracking
• Diagnostic and meter readings function
• Powerful cost tracking with detailed cost breakdowns
• Notepad function allows for the attachment of notes to every major record
• Extensive user-definable fields on every major record
• Costs and revenue can be tracked in an unlimited number of profit centers
• Extensive management reporting and analysis
• Customers and service calls can be assigned to branch locations with the option to centralize dispatch after hours