Manzana xRM Service: Management of service maintenance

Specialized solution module of Manzana xRM Service: Management of service maintenance it is intended for the companies rendering services in service maintenance of clients. Manzana xRM Service allows to make customer service process more transparent, convenient and controlled and also gives to clients opportunities for self-service.

Manzana xRM Service is developed by specialists of Manzana Group company based on the modern software products Microsoft Dynamics CRM, Microsoft SharePoint Server and methodology of ITIL, relying on experience of setting of activity of customer services in the different companies, including work on a customer support and dealer networks in the large international companies.

The module includes opportunities on:

• registration of requests, including automatic acceptance and registration of requests by e-mail or on the Internet;
• to accounting of works on requests and their routing in a support service;
• to control of completion dates of works and the warning system about approach or not approach during a certain period of these or those events concerning the address of the client;
• to accounting of amount of works under agreements of service maintenance;
• to formation and maintaining knowledge base;
• to use of the web portal for clients with a possibility of independent access to the requests, the knowledge base, storage of documents.

Result of implementation and use of the module Manzana xRM Service is the possibility of accomplishment of bigger amount of works by smaller forces, identifications and exceptions of unprofitable works, increases in a customer loyalty. Automation of a support service provides:

1. Increase in efficiency of each employee:

• reduction of time for information search in requests;
• exception of need for responses to the repeating requests;
• visualization of the status of the current tasks and terms of their accomplishment.

2. Improvement of means of the analysis and control of the head for adoption of the correct solutions:

• work progress analysis, possibility of operational identification of the reasons of deviations;
• the analysis of statistics by contractors and a possibility of assessment of resource requirement on tasks and projects;
• evident representation of all tasks with the set priorities;
• understanding of on what clients time and as far as it corresponds to contractual commitments is spent.

3. Increase in a customer loyalty:

• possibility of the independent analysis of the status of requests and terms of their closing;
• use of required documentation with a web portalazh;
• analysis of history of relationship;
• transparency and understanding of what money is paid for.