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