Introduction

The Service Management System is a solution designed to support, facilitate and improve business of the manufacturers and its approved service organizations which provide technical support and services for products in wide area of industries. Our solution is fully adapted to the business requirements of the manufacturer and approved service organizations, and as the end result it reduces costs, increases profit and quality of products and services. The solution supports daily business activities of service organizations and enables manufacturer to monitor their operations.

Product Description

Quiddita d.o.o. Belgrade provides solutions which enable enterprises of all sizes to solve complex, mission-critical business problems and automate business functions, improving the business quality and productivity.

Our product - Service Management System, supports after sale services and helps in providing technical support through the network of branch offices and approved service organizations. It helps end users to provide necessary information to the customers and supports managing interventions on the products and appliances during warranty period and after it has expired. In the same time it enables manufacturers to monitor and control business of the approved service organizations.

Key benefits:

• Reduction of costs
• Reduction of business complexity
• Business process improvement
• Operational efficiency
• Increased manufacturer reputation
• Increased customer satisfaction
• Decrease the possibility of illegal work of service organizations
• Minimize use of uncertified spare parts and materials within service organizations
• Modern and scalable system
• Possibility of integrations with other enterprise systems

The Service Management System is a Web-based information system which supports all business processes in organizations oriented to provide service for the various supported products: reporting, identifying, responding to and tracking customer reclamation and product failures, work order workflow, tracking lifecycle of work orders, tracking performed services and used materials and spare parts, creating invoices for the customers, creating warranty invoices for manufacturers, workflow of orders for products and materials, tracking orders lifecycle, planning orders, preparing different kind of reports etc. It enables the manufacturer to be in constant touch with its service organizations network.

The system supports real-time monitoring and centralized control which avoids noncompliance situations and increases the quality of the service organizations network. By monitoring its service organization network, the manufacturer can easily and quickly control work norms, used materials and product replacements invoiced for services performed inside product warranty periods. The system provides full control of the service organizations’ business activities which eliminates the possibility of illegal work and use of uncertified spare parts and materials.

Service Management System is centralized information system which is a prerequisite for creating centralized call center for receiving reclamation and service requests from the customers. Centralized call center for customer support should minimize and eliminate possibilities of manufacturers reputation deterioration caused by thoughtlessness and unprofessional and rude behavior of some of the service organizations. Additionally it reduces not only manufacturer’s costs, but also service organizations costs because they do not need to develop and maintain their own large support teams and call centers.

As centralized data store for all regions in which manufacturer has its branch offices and approved service organizations, this system is the best source for providing reports and statistics needed for various kind of analyses and comparisons. These reports can include statistics of failures by products, by years of exploitation, statistics of used materials and spare parts in certain periods and by geographic regions. Analysis of generated reports can help in better planning of procurement and store placement by geographic regions and substantially increase the quality of service and products.

Features

Here is the list of the main features of the Service Management System:

• Creation and tracking of the service requests and products failures;
• Easy integration with call centers and SMS services in order to provide ticketing system;
• Manual and automatic creation of the work orders;
• Standard workflow is supported for tracking work orders through lifecycle states: open, closed and archived;
• Creation and tracking of the product and material orders;
• Standard order delivery workflow is supported with four main states: processing, prepared, shipped, delivered;
• Order plans are supported as templates for easy creation of periodical orders;
• Automatic information about product warranty;
• Automatic calculation of lump sums and work preparation norms;
• Automatic calculations of work norms;
• Automatic calculation of the prices and taxes;
• Creation of the invoices for customers;
• Automatic order and work order numbers generation based on defined enterprise formats and current year;
• Dynamic lookups which aids the user during work with failures, work orders and product and material orders;
• Validation of data based on defined enterprise policies;
• Creation of the warranty invoices to manufactures for defined periods and product groups;
• Creation of the rejection lists for defined periods, product groups and material types;
• News and information channel with possibility for selective user notifications: per country, region, city, organization, job position etc;
• Products, materials and services categorization and administration;
• User and company administration;
• Strict control of user permissions for accessing to any part of the system in two dimensions: per functionality and per company;
• User roles are supported to simplify user and permission administration;
• Real time monitoring of the logged users, their actions in the system and system logs;
• Automatic email notifications when errors occur in the application;
• Advanced search with data export possibilities in all parts of the system;
• Print possibilities;
• Multi language support - language and culture are changeable on three levels: application, service organization and user level;
• Support for different organization hierarchies and for very large organizations which operate in more countries and regions.

Interactions with other systems

Service Management System can be easily adjusted for any enterprise with the need for providing service for its products or appliances. The system is multicultural and support for new languages can be added per request. Our solution can be easy integrated with corporate legacy systems. There are many examples of possible integration: automatic creation of the input calculations for rejection lists of spare parts, automatic import of invoices into invoice input book, and any other data exchange and synchronization with existing CRM - Customer Relationships Management, ERP - Enterprise Resource Planning or Document Management systems, integration into corporate website or portal etc.

Contact us for free assessment of how this product will fit your business needs. We are looking forward to hearing from you!

Successfull Implementation: Gorenje Service Points system

Gorenje Service Points project represents a successful implementation of Service Management System. It was developed in cooperation with Eurobit d.o.o. Sarajevo company from Bosnia and Herzegovina and it supports businesses of services and branch offices of Gorenje Bosnia and Herzegovina. The system is being used constantly since its launch in May 2008, and the results and benefits to the customer are better then expected. The end customer, Gorenje Commerce, was so pleased that an extension is currently being negotiated. The extension will include establishing a central call center for customer support and accepting reclamation requests, developing knowledge base application and further improving the existing application.

Successfull Implementation: General servis d.o.o. Sarajevo

This implementation supports the business processes in General servis d.o.o. Company which is authorized distributor for Indesit, Hotpoint Ariston and Gorenje home appliances for Bosnia and Herzegovina. The system was implemented in cooperation with Eurobit d.o.o. Sarajevo.

Introduction

QCC is complete contact centar solution fully tailored to the customer needs because it is designed individually for each customer by integration of selected functional modules. The solution is based on the Asterisk IP PBX platform which is adjusted and enhanced with new functionalities and modules which all together make complete solution. Our solution is modular and scalable which makes increasing its capacity or adding new functionalities very easy. From the point of integration with the existing or legacy systems, different implementation are available depending on end customer's IT infrastructure.

Motivation and requirements

• Support and improve business operations
• Improve the quality of the service and reputation of the company
• Reduce cost and increase profits
• Ongoing support for daily business activities
• Monitoring and control of the business
• Obtaining timely and accurate reports and statistics
• Assistance in planning future business steps

Technical Infrastructure – Main Contact Center modules

• PBX – Private Branch Exchange (switchbox)
• ACD – Automatic Call Distribution
• IVR – Interactive Voice Responder
• CTI – Computer Telephony Integration Applications – specific applications that reflect the business process
• Reports– Quantitative and qualitative reports, quality control and analysis of work

Key Features and Functionalities

• Technically advanced communication system
  • Support for all existing analog and digital lines (PRI and BRI ISDN)
  • The system is based on VoIP (Voice over IP) technology
  • Support for all VoIP protocols (SIP, H.323, IAX, MGCP...)
  • Support for all VoIP codecs (G.711, G.729, G.726, G.723, GSM...)
• Advanced telephony features
  • Call Routing (DID & ANI)
  • Caller identification (Caller ID)
  • Call Waiting
  • Call Queuing
  • Music On Hold
  • Call Transfer & Forwarding
  • Conference call
• The functions of IVR
  • Provision of static and dynamic information
    • About the company
    • About the products
    • About the nearest shops and services based on area code of the caller
  • Automatic call distribution
    • Based on skills and technical knowledge of agent (contact center operator)
    • By balancing the daily load
    • Based on the language chosen by the caller
  • Music on Hold
  • Announcing the messages or music to the caller waiting in the queue
    • Advertisements
    • Statistical messages for position in the queue or waiting time estimates
  • The ability to record calls for control or training
  • The prevention of harassment - blacklist
• Call recording
  • Save all or selected calls
  • Listening the recorded calls
• More opportunities for computer telephony integration (CTI)
  • API (Application Programming Interface) for most programming languages
  • Integration with CRM systems
  • Integration with different database management systems
  • The possibility of designing the integrated solutions
• Agent Application
  • CTI – Complete integration with telephone system
  • Modular and scalable architecture – adding new functionalities
  • Integrated with other corporate systems
  • Segmentation of the callers (VIP, customers, prospective purchaser, etc)
  • The agent receives all relevant information about the caller on the screen of the application
    • Phone number
    • Personal information (name, address, city, etc.)
    • Call history with an overview of reasons for the call
    • Information about call reason
  • Different forms for data input depending on the call reason (information, complaints, appeals, etc.)
  • Data about IVR branch from where the call is originated
  • Based on information the agent uses other applications to get requested set of the information and to transfer these information to the other employees
• Reports and Statistics
  • Reports about calls and IVR
    • Number of answered and abandoned calls
    • Number of calls abandoned in the queue or in the IVR
    • Calls time statistics (total and average):
      • IVR time
      • Waiting time
      • Talk time
  • Agent’s statistic
    • Number of answered and missed calls
    • Time statistics (total and average):
      • Time spent in talk with callers
      • Time spent on a pause (breaks, meetings, post call wrapup time)
      • Time spent as available
  • Reports about call reasons
  • Reports about callers
    • Per Country / Region
    • Per area codes
  • Reports on the load
    • Call peaks

Screenshots of the Agent Application

Screenshots of the Generated Reports

Introduction

If your company has a large fleet of vehicles which need to be maintained and serviced or your company has a workshop for maintaining vehicles or both, than this system can help you to manage those processes.

Product Description

QVMS – Vehicle Maintenance Management System is a web based information system designed to support, facilitate and improve business of companies which maintain and service vehicles of their clients (auto repair shops, vehicle manufacturer service network) or maintain vehicles from their own fleets (transport companies, truck companies, large companies with large fleets), both if they do the maintenance and repairs themselves or they send them external repair shops. The system is fully tailored to business requirements for both of those groups, and as end result is the reduction in costs, increase in profit, greater vehicle availability and in turn, greater quality of end products and services. The solution supports daily business activities related to management of vehicle maintenance and enables managers to monitor all operations and analyze the reports prepared from the collected data.

The system supports all business processes in organizations which have needs to approach vehicle maintenance in a systematic manner, starting from administration of the vehicles and vehicle fleet (tracking changes to vehicle properties, vehicle procurement, handover and expenditure procedures) to actual vehicle maintenance processes and procedures (daily inspections, fleet technical reports, failure notifications, internal work orders for vehicles or assemblies, external work order for vehicles or assemblies, interventions, test drives, vehicle washing, technical inspections, service maintenance, tracking parts consumption etc.). Those processes can be fairly simple, or very complex, depending on the defined workflow which can be set for each document type, including defining the list of necessary states and state transitions, as well as required permission level.

All changes in the system are tracked through the history, which enables creation of different analysis or preparation of reports on the selected date or within the selected time period. This enables tracking and optimization of utilization of facility capacity and resource usage, planning of spare parts purchases, tracking of common failures, defining work norms based on average repair times etc. All of this together enables detailed tracking, analysis and improvement of the entire process of vehicle maintenance which leads to greater quality of services and reduction of costs. Additionally, the vehicles spend much less time in repair shops and make less trips to repair shops (as a result of preventive maintenance), which enhances the utilization of vehicles.

System is organized in modular fashion and is completely configurable, so it can cover the needs of big companies which have complex maintenance procedures which require a lot of support documentation to be generated as well as smaller companies whose focus is not primarily at transport, but they have need to maintain the vehicles themselves or just track the maintenance of the vehicles from their fleets in external repair shops. System is also open to integrations with other systems, which are available in the client company, such as Enterprise Resource Planning systems, CRM systems, Document Management Systems, company portals (CMS, custom solutions), as well as specialized software from the auto industry. Deep integration with those systems or just migration of the data from existing vehicle maintenance systems or from files (excel, word, access) enables short full implementation times and high level of automation.

Key Benefits

• Improvement to business processes of vehicle maintenance and vehicle repairs
• Ability to track and control all maintenance procedures
• Reduction of time when the vehicle is unavailable due to some failure or problem
• Reduction of costs of both maintenance and exploitation
• Increased quality of services
• Optimization of facility utilization and resource allocation.
• Introduction of centralized system which supports, eases and speeds up the document flow, which is usually regulated with strict company policies.
• Reduction of business complexity.
• Eased definition and planning or service checkups
• Better planning of spare parts procurement
• Possibility of integration with other enterprise systems.
• Modern and scalable system, which follows latest trends in software development.

Screenshots of the Web Application

Introduction

If your company or organization has a large number of managers, engineers etc. and if all your project documentation is created and saved in an unmanaged and decentralized way on scattered file shares and individual hard disk drives, then you’ll certainly have a BIG problem sooner or later. Your employees probably have hard time to find, share, and collaborate effectively on content. This also probably makes it difficult for your organization to use the valuable business information and data at any given time or place. But, don’t worry, we have just you realy need.

Product Description

QDCS (Quiddita Document Control System) is web based solution used to track and store electronic documents and files to enable faster distribution and also provide tracking of the entire communication with clients and allow assigning and managing actions which need to be done for each received document to streamline this communication.

QDCS supports your organization document management needs by providing a broad set of document management capabilities that enable you to do the following:

• Store, organize, and locate documents
• Provide documents version history
• Manage metadata for documents
• Help protect documents from unauthorized access or use
• Increasing inter-departmental and inter-organizational communication and collaboration
• Centralized place for keeping the documentation
• Centralized documentation access control
• Logical and Hierarchical organization of the documentation
• Possibility to easily find a desired document
• Possibility to monitor changes on the documentation
• Monitoring and assigning user tasks with needed activities to be performed on the documentation
• Easy and quick creation of the reports with received and sent documents
• Modular system easily expandable with new functionalities