The processes in customer service are especially diverse, often complex and difficult to plan. But it is exactly this work which customers pay special attention to. This is a challenge for which the Actricity CRM portal offers outstanding support.

Among the Actricity CRM portal's diverse possibilities in the service area are:

• Get an overview
  All information and documentation relevant to customers and orders is current and available anytime, anywhere because all work steps are documented in the common system, independently of location.
  
  
• Automatic communication
  Customers can help themselves via self service. Access to documents, the knowledge database or replacement parts ordering can all be individually controlled.
  Communication from and to the customer is automated using email integration.
  
  
• Prepared processes
  Whether maintenance work or interventions: Technical knowledge, tasks, replacement parts, tools and other information can be prepared in the system individually for specific cases or customers, and retrieved.
  
  
• Workflow monitors pending tasks
  The list of unfinished tasks is kept up to date and deadlines are monitored. Past-due deadlines can trigger automatic messages.
  
  
• Integrated knowledge management
  An overview of known problems, possible causes, successful remedies, detailed instructions and much more information can be prepared and linked with integrated knowledge management.
  
  
• Contract monitoring and automatic order creation
  Maintenance contracts can contain work templates (technical knowledge, task and time objectives, replacement parts, tools, instructions) and automatically plan in orders.
  
  
• Assignment planning and feedback
  Optimization of assignments taking into account availability, current orders and those planned having priority, technical knowledge and travel time. Orders can be accessed and confirmed on the Internet or a mobile phone.
  
  
• Timely invoicing
  Invoices are created promptly and automatically, taking contractual agreements and/or goodwill arrangements into account.
  
  
• Replacement part availability
  Timing is a crucial factor in the availability of replacement parts. The Actricity CRM portal offers special support when identifying and searching for available replacement parts within the service network.
  
  
• Evaluation in real time
  Indicators for performance, deadline compliance, profitability, and many other things can be defined as desired and evaluated at any time.