Sales · Marketing · Service Dispatch · Financials · Inventory · eServices · Customization

Project Management · Asset Management · Document Management · PDA Solutions · Screen Shots

After the initial sale, there is nothing more important than excellent Customer Service. Open Solutions' rounds off its front-line Customer Relationship Management suite with ResQ Service Dispatch.

ResQ Service Dispatch automates the costly, time-consuming, and paper-intensive processes associated with technical support and field service departments. These processes include communicating with headoffice, receiving work assignments, completing workorders, submitting billing information to accounting, and even ordering parts. With ResQ SD, field service companies can increase a technician's productivity, heighten customer satisfaction, reduce operation costs, and improve profitability.

ResQ SD is an excellent solution for the small enterprise, but was designed for large, complex information sharing organizations. ResQ SD has been successfully implemented in companies with more than 700 field technicians with call centers with dozens of dispatchers handling over 50,000 calls per month.

ResQ SD is a complete solution for your service department, it will help any organization that requires superior management of field service resources, warehouse tracking, contract management and Helpdesk activities. ResQ SD even offers wireless and web-based solutions.

Service and Dispatch draws upon the same customer information as other departments, thus everyone in your firm has access to information containing the customer's entire experience with your company. Through the use of work queues, service staff can manage workflow from all customer touch points, whether it's through the call center, interactive voice response, the web, or email automation.

Service calls are handled with ResQ's call center Helpdesk or through its web based self help eService System. Dispatchers have a quick view of the customer's entire service history, product and site profile and can view technician's whereabouts' through optional integrated mapping software.

Service Workorders are quickly created and can be integrated with ResQ's accounting and inventory modules, locking down control of spare parts and regular inventory stock. Dispatchers can also send electronic workorders to field technicians via their RIM BlackberryTM pagers or other PDA devices. Techs can then update their workorder after leaving the customer's site, even providing notification that they have a signed proof of delivery, and send it back to ResQ Enterprise™ for faster billing cycles. The potential impact on cash flow is tremendous with this type of workflow through wireless document management.

You can even manage and build your knowledgebase on the fly as you conduct your regular work duties. This knowledgebase can be utilized by front-line call takers or by customers logged into the eService web site.

No matter how a customer chooses to contact your company the staff member servicing them will have the tools to make it a good experience.

• Service calls can be created using customer or equipment records. This allows users to effectively create and manage jobs with ease and flexibility.
• Work Queues tack every service call throughout it's life cycle. Warning or exception queues notify administrators of specific events or details that occur during the job process.
• Technicians can be assigned quickly and easily based on several defaults including customer, geographical location, equipment, skill set or status priority. (Wireless dispatching option available)
• Effectively supervise and schedule technicians by using a unique visual map plotter, which illustrates where technicians are located in a geographical display.
• As a full management tool, ResQ SD will track service calls according to specific call status's: Open Call, Dispatched Call, WaitParts, as well as by any user defined status's.. This improves productivity and information transfer between personnel in the service department.
• View service call history details through customer, site and equipment views.
• Managers have the ability to accurately control and oversee specific project details during the course of a day via the Master Service Console. This view displays a snap shot of all activity in the service department in one form. Each activity can be drilled down upon to view the actual service call.
• Track Return Merchandise Authorization (RMA) items from customer to bench to vendor.
• Automatic call alerts, such as emails or color changes, will notify users of exceptions or past due tasks, which will allow managers to effectively oversee each stage of a service call proactively.
• Reduce the time and effort spent creating invoices with workorders that auto-generate invoices.
  Information regarding service calls are available in the optional eServices web site. Customers can loginand open, view, update and close service calls.

ResQ Service Dispatch enhances customer satisfaction; providing instant and continuous communication between the field, dispatchers, and customers for a faster, more efficient service experience.

ResQ Service Dispatch increases productivity; eliminating unproductive time for all service personnel and by dramatically reducing the need for cellular phone traffic.

ResQ Service Dispatch increases cash flow; by capturing travel and on-site time and by producing workorders for accounting to reconcile. Reducing repeat dataentry processes minimizes the billing cycle.

ResQ Service Dispatch increases profitability by sharing information with the Sales Department, notifying them of additional service opportunities for quick follow-up and action.

Sales · Marketing · Service Dispatch · Financials · Inventory · eServices · Customization

Project Management · Asset Management · Document Management · PDA Solutions · Screen Shots

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