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customer Service
Customer
Service Case Management:
 info@hand
includes a service contract management system that tracks the products on each
service contract, and reminds you of contract renewals. The Service Contracts
module combines with the Products, Cases and Software Bugs modules to provide a
comprehensive service management capability.
 On
entry to the service contracts module, all contracts are listed with their
contract numbers, and the associated Account. Each master service contract can
have any number of associated sub-contracts, and each of those may have any
number of products associated with them for support coverage.
 Each
service sub-contract has a start and end date, and is colour coded accordingly -
Red for expired contracts, Yellow for contracts expiring in the next 30 days,
and Green for active contracts. Each master service contract is also colour
coded, using the most out-of-date colour of any of its sub-contracts - so that
expiring sub-contracts can push colour coded reminders through to the master
contract list view.
 The
case management system allows users to track customer problems and resolutions
through their life-cycle. Cases may be assigned High, Medium or Low
priority. They have a status of Active - New, Active - Assigned, Pending,
Closed - Complete, or Closed - No Fault. Each Case tracks the related
service contract number, and the description and serial number of any hardware
asset involved in the Case
Clients can file
cases and bugs via the Customer Portal, and both employees and customers
can be automatically notified via email if cases they are involved in are
updated.
Software Bugs are defects or
features associated with a particular revision of a software product. They may
be managed and tracked through their life-cycle using the Software Bugs module.
Bugs may be assigned a priority of Urgent, High, Medium and Low. They have a
status of New, Assigned, Closed, Pending Input, or Rejected. Each Bug also
specifies a related software release. The drop-down list of choices for release
is populated by the System Administrator using the Software Bugs - Releases
Administration option within the administration screens. Each Bug may also be
assigned a resolution status of Accepted, Duplicate, Fixed, Out of
Date, Invalid, or Later. |
