Opera 3 Service Management is designed to maintain and renew maintenance contracts with customers. Working with Opera 3 CRM and Sales Order Processing, Service Management can provide end-to-end service and maintenance management, from Quote, Order and Delivery through to Installation, Contract, Service, Breakdown and Billing. The contract information includes value, equipment covered, billing periods and renewal date. You can also log all activities against a contract, such as site visits and Helpdesk calls, so that you have a complete picture of the contract, all in one place.
With Project Processing you can progress sales opportunities from CRM through to an installation project in Service Management. Project Processing is used to plan and keep track of engineers working on the delivery and installation of items sold.
The project can contain different phases such as design, preparation, groundwork, installation and so on. Each phase can be given a timescale and budget and have Helpdesk calls assigned to it. You therefore have full visibility and control over every sales opportunity or prospect and can track their progress right through to acquisition and installation.
The Notification Services feature has been extended to the CRM application to improve Helpdesk Call communication. Notifications can be sent to users in the following scenarios; Creation of a new Helpdesk Call, the Status or Priority of an existing Helpdesk Call changing, the user receives ownership or is allocated an existing Helpdesk Call, and when a new or existing note on a Helpdesk Call has been added or amended.
The Helpdesk enables you to log calls against company and individual contacts and track them through to resolution. It provides a central point for recording problems, customer complaints, installation and preventative maintenance visits required against your products, services or contracts. The Helpdesk is used when these issues need to be tracked, planned and resolved. Each call can have activities and notes or documents associated with it. There is also access to a Knowledge Base to aid swift resolution of the issue. In addition, any further calls can be linked to an original call and easily viewed.
Available call types:
The Summary Scheduler facility in Helpdesk Management gives users an alternative way to schedule or reschedule calls; by presenting a summary view of all resources for the chosen month. This enables calls to be scheduled in bulk, rather than from the individual calls themselves.
The Summary Scheduler provides users with an overall view of the scheduling calls over any four week period; and provides flexible filtering for accurate planning. For example, users may wish to view only engineers that work out-of-hours, or calls allocated to a specific department.
Users can easily view all calls planned for any resource and date, by simply highlighting the resource and date in question: with added drill down capabilities to individual calendar views, for more precision planning.
Calls can progress through various optional stages: