Workcube Service & Warranty Management Module

Workcube Service & Warranty Management module offers a reliable and effective solution for service and support experts during the acceptance, follow up, forwarding and solution stages for the service and support requests of the customers.  Workcube Service & Warranty Management module allows you to enter and monitor the customer calls and applications systematically. It accelerates the respond time, increases the opportunity to provide solution in first call and improves the support process. Detailed Application Follow Up Detailed application follow up function contains the details about the customer and the definition of the problem. If the employees have entered similar problems related to the product or the service, then the customer service responsible can enter a solution method. The customer is informed about what kind of service rights he has by performing a query on warranty and support accounts in the application entry and the user can enter extra notes describing the application. All follow ups made with the applications are followed up from the application detail. The opportunity to create relevant applications ensures that your contact center employees to provide quick and effective answers for the questions and problems of the customers. SMS can be sent to the customer from the application detail and the replies sent for these SMSs can be monitored.  Service Operation It is used for entering and monitoring which spare parts used and which service are provided for the applications with service operation realization and their total cost. All service operation details also take place in the application detail. Furthermore, all transactions performed for solving the application are recorded as follow up. Support Accounts and Warranty Follow Up It allows performing the definitions of the support contracts and product warranties with the customers. It allows entering and monitoring warranty details of the purchased or sold products. OnLine Cooperation Workcube Service & Warranty Management module allows the service support employees to cooperate with the customers over the internet site. The customers can leave notes to the service support employees from your website. Your online support employees can contact with them by using the instant message tool. Help Desk (Information Base) Workcube Help Desk module significantly increases the customer service quality by allowing the users to easily access to the solutions of past problems, frequently asked questions and answers, repair and restoration details. It allows to perform a keyword search based on application category and product.   Classification of Customer Service Requests The companies may provide different online priorities to different customer groups and provide the security of the website. While all customers can access to frequently asked questions and information base upon your request, the customers with only service contract can request new service, follow up their orders or request online support.  Service Support employees can provide faster and more accurate answers to the customers as they have detailed knowledge about the product and the services. The service requests are forwarded according to the qualities of the representative. The transactions such as call follow up, maintenance and service contract follow up etc. become automated. The users may follow previously applied solutions, perform search and optimize them. The customers benefit from your website interactively and provide the information requested to your support employees. You can record the transactions performed for service and maintenance up to the finest detail and report your service and maintenance costs according to these records. You can monitor both your own assets’ maintenance transactions and the after sales service, warranty and maintenance transactions provided by your company to the customers in detail. It allows you to instantly measure and evaluate the service performances of your authorized services, branches and dealers. It facilitates the management and follow up of your products within the scope of warranty and the returned products. You can create maintenance plan with the requested time interval and follow up the plans created from the maintenance schedule. Workcube Service & Warranty Management Functions Integrated communication platform Multi-channel application and solution opportunity (phone, e-mail, chat etc.) End-to-End reporting Service request management Online service and support request monitoring and directing Service integration according to the order Personalized 7x24 self-service FAQ (Frequently Asked Questions) Knowledge Base Management Sales/Marketing integration Time and activity management Efficiency and performance monitoring and reporting Accepting online application from the web Defining parametric application priority Defining parametric application category Defining parametric application status category Defining parametric application stages and sub-stages Associating the application with product Associating the application with branch Processed/non-processed application monitoring Commissioning from the application Querying warranty from the application Querying similar application from the application (based on headline, category and product) Online contact with the application owner SMS reply for the application Displaying the application history Monitoring the services provided Adding follow up to the application Disabling the application Printing out the details of the application Creating a comprehensive maintenance plan based on product Daily, weekly and monthly service schedule Preparing and monitoring service reports Warranty Management  Entering purchase and sales warranty details Monitoring the warranty based on the product, customer, scope, starting – ending date and the remaining time Defining parametric warranty scope (category) Monitoring the warranty related to the sales partner Creating automatic warranty document number Support Account Management Opening and controlling support account Monitoring the support account based on the customer, category, starting – ending date and the remaining time Defining parametric support category Monitoring the support account related to the sales partners Displaying the support accounts according to the categories Reporting Multidimensional application, service and customer services reports which will be prepared in accordance with your requirements and requests