Features
Priority‘s customer service and support module is fully integrated with all other Priority functions to deliver a holistic view of the customer. At Priority, we understand the importance of customer service software and how it can be a defining factor in the success of your business. Customer issues can be reported by the customer directly via Priority‘s Customer Service web portal, or by service & support personnel using Priority‘s call center reporting functionality. Call center reps can keep track of open service calls, call assignment, escalation status, related communications with the customer and follow-up calls.
Knowledge Base
- Integrates with your existing knowledge base (e.g., FAQs recorded in Priority), providing customers with an immediate response
Business Process Management
- Built-in Business Process Management (BPM) helps ensure proper service call prioritization, 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
Receiving & Put-Away
- Deliveries received at the docks are checked against the corresponding goods receiving voucher (GRV); this can be an Advanced Shipping Notice (ASN) or any other document covering the shipment.
- Palletization tasks are linked to corresponding line items in the GRV.
- Actual received quantities are compared to planned quantities in an automated report.
- Put-away tasks can be generated by part, part family, storage area, turnover or number of different SKU’s in the same location.
Communication
- Supports communication with customers via web portal, e-mail, fax, instant messaging and voice mediums such as Skype and Priority ERP SMS
- Synchronize emails directly from Gmail or Outlook to the appropriate service call
Field Service Management: secured mobile access
Provides a full- featured solution for effective management of field sale processes:
Main features include:
- 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 for 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
- Allows field technicians to open service calls anywhere, anytime.
- Tracking of inventory stored in company warehouses including other technicians’ vehicles
- Support of on-site inventory transfer between technicians
- Report of parts used, labor, 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), meter readings and more