Overview

Retaining existing customers is the fundamental to any business before acquiring new ones. Repeat and reference businesses from the customers form the basis of business growth. The increasing competition has impacted the way customer services are delivered. Customer delight has become the buzzword of today’s success.

Great Customer Experience

Systech ERP CSM Customer Support Management System unleashes its power in achieving excellence in customer support deliveries consistently thus upholding your reputation in the market. It makes you the best service provider in the industry by adapting to ‘customer- demanded’ processes. Systech ERP CSM offers

  • Customer happiness drive by bringing technology into your hands
  • Identify and focus the less-satisfied customers
  • Increased process orientation and reduced people dependency in every aspect
  • Increased productivity of the support force
  • Onsite and Carry-in support
  • Capability of quick analysis of key parameters and creation of critical reports on a real time basis

Scorecards – a single window to your entire Business

Our scorecards give you the cross section view of your business thru’ sheer numbers and values. It offers visibility and insight into the details of the business whether it is orders due for shipment, material shortage, transactions for the period, pending numbers, etc thereby driving you to finish the tasks on time. Capability to drill down to the transactions is an added advantage.

Functions

Systech ERP offers you functionalities that re-define your service business and focus in satisfying your customers. Whatever may be your line of business, it orients and fits perfectly into it by way of simple configuration.

Choose your model

Onsite or Carry-in or both, choose and operate the model as required by your business.

Onsite Support

Register Calls, raise tickets, allocation & transfer to support personnel, closure of tickets, customer rating and feedback all aimed at providing an extra ordinary support service to your customers. View unclosed calls by ageing, call type, spare type, area, engineer, etc to drive and close complaints fast.

Carry-in Support

Material receipt, Raise Job Order, Tag and Storage, Carry-out repair, Spares Management, checking upto delivery and billing. Re-opening of issues.

Focus Unhappy Customers

Identify and prioritize customers by call rating, not called customers and focus them. Turn the not happy customers happy.

Multiple Support centers

Supports Helpline, Voice Support, Online support and complaint inter-transfers.

Complete Spares Management

Spare indents, Purchase indents, Stores, Purchase Order, GRN and Purchase Invoice, Spare issues and consumption. Spares Cannibalization, repair and replacement. Sales of spares, manage imprest spares and re-order levels.

Warranty/ASC/AMC Management

Track vendor warranty against purchases, customer warranty against sales, works warranty. Handle multiple warranty types and raise warranty claims. Service expiry notification and renewal proposals.

Sales Management

Create service quotation, raise service order and invoices, service and spares sales, service outsourcing.

Machines-in-Field (MIF)

Manage machines available in the field, sort them by item, group, support type, geography, service expiry and what not.

Turn your cost centres into profit centres

Whether it is multiple divisions or multiple manufacturing units or multiple branches or multiple warehouses or multiple sales/support centres or even multiple companies, our solutions are designed to focus each one of them. Measure their performance individually and convert each one of them into a profit making zone.

Capabilities

csmDistributed Support

As web based application, Systech ERP connects with your customers and employees online and hence can transact on a real-time basis from any corner of the world. For ex., a customer can raise an issue thru’ Systech ERP portal and be informed about the status. The resolution can happen by one or more resource that are universal.

erpPerformance Analysis using dashboards

Systech ERP dashboards and scorecards provide you an insight into the key vitals of service management. Our dashboards help you analyze support performance of Customer or Engineer including downtime, uptime and other critical aspects. The scorecard provides with an absolute control of the situation from where you can drill down upto the transaction in search of details.

erpManage Customer Documents Digitally

All important documents related to a service are digitally stored in the system for instant access and perusal, be it their call feedback report, ticket closure certificate,etc.

erpConvert into PDFs and Excels instantly

All the MIS and registers can be readily converted into PDFs and Excel documents for easy sharing devoid of ‘print-outs’ thus vouching for a paperless and green environment.

erpAlert your Technicians

Alert your support personnel thru’ SMS on allotment of customer complaint. Set pre-defined checks, customer and internal notifications and Systech ERP will alert on these occasions thru’ emails, SMS and pop-ups.

erpScorecards – Drive the entire Business

Scorecards provide you an insight into all the key vitals thereby maintaining your business healthy and growing. Score card is your single window world which drives you to perform your tasks on time. Watch them live for that ‘absolute control’ from where you can drill down upto the transaction in search of details.