Customer Service is a phrase we hear a lot about these days! Customer service is a crucial part of your customer experience. Here at Medatech we give you the ability to manage, log and track all customer issues, comments & findings.  A key part of Customer Service is having the traceability to go back and see what has happened already in the Customer journey with your brand. Priority’s Customer service Module provide just that!

Priority’s Customer Service and Support module is fully integrated with all other Priority functions to deliver a holistic view of the customer.

When you manufacture high-value products, selling them to your customers is only half the story. An equally important task is to maintain those items out in the field so that your clients can protect their investment and come back to you when they need additional products or an upgrade to their existing systems. The Priority Customer Service module can help you manage the whole process from product delivery, through service contracts, service engineer requirements, returns for refurbishment, help desk service calls and the gathering and presentation of statistics.

Main Features Include

Integrates with your existing knowledge base (e.g, FAQs recorded in Priority), providing customers with an immediate response.

Built-in Business Process Management (BPM) helps ensure proper service call prioritisation, assignment and escalation by means of automated processes, based on service call attributes (e.g., call type, issue, product, elapsed time) as well as various customer attributes.

  • Supports communication with customers via a web portal, e-mail, fax, instant messaging and voice mediums.
  • Synchronise emails directly from Gmail or Outlook to the appropriate service call.
  • Real-time transfer of service calls (via SMS, Google notifications or widget service) to field technicians.
  • Real-time tracking of technician responses to service calls from the moment the field technician leaves the customer site, as well as mobile support for warranty handling, part replacement, attachments (e.g., pictures of the damaged part) and customer signature upon closure (with GPS coordinates).
  • Field service reports include support for inventory management- replenishment and PO requests can be opened for spare parts and other inventory used during servicing.

Field Service App

A Comprehensive Tool for Field Technicians

Provides a full-featured solution for effective management of field sale processes:

  • Full management of service calls (dynamic BPM)
  • Technicians can immediately access previous service call history (Plug & Play)
  • Real-time information is displayed as pop up notifications for technicians
  • Effective management of inventory in technicians’ vehicles
  • Tracking of inventory stored in company warehouses including other technicians’ vehicles
  • Support of on-site inventory transfer between technicians
  • Receipt of goods straight from vendor to technician
  • Management of on-the-go purchase demands for required parts
  • Report of parts used, labour, actual service provided vs planned
  • Report of malfunctions and repairs
  • Report of service call duration, incl. support of automatic reporting based on arrival and departure time
  • Description of the repair (incl. photos), metre readings and more
  • Service call summary reports and checklists
  • Customer satisfaction surveys
  • Customer signature of original system documents can be captured on touch screens and printed
  • The service call location and the signed document are automatically stored as an attachment in the main system

Allows field technicians to open service calls anywhere, anytime.

Customer Service