Support of after-sales processes (eg. Tickets, service, helpdesk)

Tickets module enables managing different types of assignments and projects run by the compnay. It enables handling of very diverse types of orders (each type can consist of different, individually configured stages). One of the main applications of the module is the after-sales service support, enabling the recording of service, warranty and post-warranty orders.

• You can define any number of types of orders, differing in the way of handling, consisting of separate phases and requiring different fields to be filled out.
• You can configure parameters defining a specific type of order by yourself, eg. Realization stage, priority, deadline, warranty and more.
• Each order can be associated with a selected company, person, product or copy.
• There is an option to associate the order with additional contractors, eg. Parts suppliers.
• There is a view of all orders related to the order available in the card.
• For each order it is possible to register related tasks and events, eg. "device tested", "send to manufacturer". Different costs (eg. Service costs, number of serviceperson hours, materials used) may be related to the events.
• It is possible to settle the order immediately, in which case the order and settlements are linked.
• You can synchronize orders information with the website. Clients can place orders and check their status via the Internet.
• When using the additional Procedures module, you can automate the execution of orders.
• The program allows you to control the employees' working time on a given order.

• When taking an order, a serviceperson in the program fills a form. Typical form fields include: definition of the malfunction, type of repair (warranty / post-warranty), the way of delivering the product, the product of the order, etc., you can define other fields specific for the company's activity adequately to the needs,
• Each service ticket goes through defined stages (eg. For consideration, for repair, repaired, for settlement etc.),
• People managing the ticket can register events related to it (eg. Client called, device tested etc.) and tasks (mail correspondence is also visible in the service tickets' history),
• The program enables printing of letters from the template and sending e-mails related to the service order,
• The content of the letter or e-mail can be built automatically and contain customer data, product data and content of other fields describing the order; in this way, you can print or send to customers confirmation of repair, decisions on how to handle complaints, etc.
• At any stage of the ticket, it can be assigned to other employees'.
• The program records the full history of each order. This is in accordance with the requirements of the ISO standard.

• The system keeps the record of all the clients' inquiries.
• The consultant servicing a client inputs an information regarding the way of dealing with the customer problem.
• The ticket then goes through a series of defined stages – the program creates its history that may consist of e-mails, phone calls and other works made by helpdesk and service employees.

CAUTION!If the problem is stuck in one stage for too long, the system may automatically inform appropriate people in the company.

• When buying an additional Product Copies module, you can keep the record of each copy of the device or other product that was sold to the customer.
• Product copy card defined by an administrator allows you to gather information such as serial number, supplier, warranty deadline (supplier-side and client-side) or the version and additional elements for the product.
• You can save various events in the history of the copy, eg product improvements, inspections. The program allows you to open service orders related to a product copy.