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Service Desk

Trace Log

Call Centre Integration

Extranet Integration

 

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If you provide field service over a wide geographic area, or simply want to keep control of customer service or quality issues, the RFS system is ideal. It brings together everything you need, allowing you to record actions taken to resolve a problem, and ultimately to raise an invoice if appropriate.

A dedicated workflow gives a valuable summary of the Field Service or Customer Service issues. With a single click all job details are accessible and actions may be recorded.

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The Advensys system will give you the following features:
  • Definable Stages in Problem Resolution

  • Option to integrate with call centre to handle calls

  • Co-ordinator assigned to each problem

  • Engineers assigned as required

  • Parts and Labour Recording

  • Invoicing if necessary

  • Integration with Supplier Extranet for sub-contract update to jobs

Field Engineering

Specific skill sets may be required to resolve a problem, which are not kept in-house. The system can match skill sets to relevant suppliers or in-house technicians as required. The ability to consume parts is allowed (be they supplied by the sub-contractor or not) and the recording of chargeable time beyond call-out.

Customer Service

The same approach can be taken to resolving customer problems, which do not require an engineer but do require a co-ordinator to keep control.