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.