Service Management
Servicing existing customers and their products is an extra challenge for companies that deliver customer-specific products. After all, each product delivered is different and therefore also requires custom servicing to match. For example, companies need to have the product specification at their disposal before they can send the correct spare part. Then they will want to decide whether or not a charge needs to be made for the part in question and whether they are obliged to remedy faults within an agreed period.
Sofon Guided Selling offers support not only during the sales process, but afterwards too. With Sofon, for example, you can easily configure and present a maintenance contract even during the quotation process. Once a quote becomes an order, you can easily record the maintenance contract in such a way that it can be used as a basis for planning preventive maintenance and processing service requests with Sofon.
Sofon Guided Selling becomes Sofon Guided Service when it comes to processing service requests. By simply answering the service questionnaire created in Sofon, Sofon makes it possible – based on customer data – to determine what maintenance contract the customer in question has and for which configured product servicing is required. With the help of this information, Sofon supports the service department’s call center in asking the right questions, setting the correct priority and giving the appropriate instructions to the service engineer so that the proper service action is created and scheduled.
The materials used and hours spent can be recorded by the service engineer in Sofon under the service action, after which Sofon – based on this data and the agreements made – can generate a draft invoice and/or deliver the correct data to your financial system; ensuring up-to-date and accurate financials.
Because all delivered products including their configuration, are stored in Sofon, it is easy to generate reports containing statistical data – if a certain part has to be replaced in all delivered machines, for example.