Order Management
The effortless way to register, process and control your service orders. More efficiently than ever before.
Our Order Management ensures that you deliver good service
Order Management in Service1 is the clever way to help Service Centre staff to register, process and control service orders. This module effectively minimizes error sources and saves precious time, so that staff can process service requests quickly and provide high-quality advice – ensuring a high level of customer satisfaction.
Knowledge Management included
The intelligent incorporation of a Knowledge Management module also helps Service Centre staff to take orders over the phone. The module identifies the nature of the problem and takes this into account when helping to find the right solution. At the same time, the intelligent used of remote service scenarios is also supported. If it becomes clear during the call that an on-site visit by an engineer is required, it only takes a few seconds for the call handler to arrange a firm appointment.
Order acceptance and processing
Service1 Order Management automatically provides Service Centre staff with all the customer-specific information they need to enter and process an order, such as active orders, process data, complete histories, Installed Bases and other data. A CTI connection or a smart search – via the name or serial number – ensures the rapid identification of the right customer.
The advantages of the module
- Simple menu navigation ensures very short call registration times
- Appointments can already be made during the first contact
- Context-related access to knowledge – such as technical documentation or previous successful solutions – ensures high first-time fix rates
