Priority’s Customer Service module is fully integrated with all other Priority functionality to deliver a holistic view of the customer.
Priority’s Customer Service Module benefits businesses:
Customer Service is a crucial part of your customer experience with your brand. At Medatech we give you the ability to manage, log and track all customer issues, comments and 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 provides just that.
Integrates with your existing knowledge base (e.g. FAQs recorded in Priority), providing customers with an immediate response.
Built-in Business Process Management 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 the customer via a web portal, email, instant messaging and voice mediums. Synchronise emails directly from Gmail or Outlook to the appropriate service call.
Good traceability of customer service efforts.
View the status of engineers & there workload whilst out on the road.
By having apps for customer service, it can save your engineers time when reporting back to Head office.
All customer records are stored and can be managed and kept track of.
The Maintenance Module is an add-on to the Customer Service module that supports routine maintenance of serviced parts.
Data on serviced parts, recorded upon part receipt is stored in the catalogue of serialised parts. Each part can be defined along a hierarchy of systems, facilities and sites, indicating the location of the serviced part within the organisation. A dedicated program creates a plan for routine servicing, opening service calls which can be released for execution.
The Billing Module allows you to manage customer billing, with the ability to record, calculate and document forecasted financial transactions with customer/employees, automatically create periodic invoices for use in cash flow forecasts, bill customers by standing orders via their banks, manage billing agreements through service contracts (in the customer service module) including definitions of service terms, sum of the receipt, billing frequency, and payment means.
As this module is based on programs that automatically prepare invoices and receipts doer service controls is must be purchased with their customer service module.