Service Management Software Suite
ServiceCentral's service management solution (formerly called Return & Repair Suite) is a comprehensive set of software solutions for managing the after-sales service and repair of product. The ServiceCentral suite provides a configurable workflow management system, ServiceManager™, and a powerful set of reporting tools with ServiceIntelligence™. These base components exted to a suite of add-on modules, each of which is applicable to a focused area in the service and repair chain: ServiceCounter™, RepairCenter™, InventoryManager™, WarrantyManager™ and ServicePortals™.
Whether the Service Management Software Suite is implemented as a point solution or used in full support of end-to-end service and repair, the shared architecture of all modules enables seamless workflow and reporting across the entire service organization. ServiceCentral's Service Management software is 100% web-based and scalable to support any size organization, with multiple delivery and licensing options available. Common integrations with other systems include ERP, POS, inventory and accounting packages.
Key Competitive Differentiator
Unparalleled out-of-box customization capability for workflow, data capture, user interface design, security management and reporting.
ServiceCentral clients can quickly act on the dynamic nature of their business and immediately implement operational changes utilizing user administration tools rather than costly core development software modifications. Business users are able to configure unlimited workflows, custom fields and data validations based on the unique requirements of their operations. Management dashboards and ad hoc report creation tools provide the ultimate level of business intelligence needed for maximum productivity and opportunity decisions.
Key Software Features
| Unlimited Workflows & Custom Fields Support each business program with a unique workflow, data capture and validation set to realize maximum efficiencies and achieve excellence in customer services. |
Ad Hoc & Standard Reporting Design, format and schedule delivery of reports with user-customizable ad hoc reports or parameter driven standard .NET reports. |
| Customizable, Multi-Lingual Interface Build each work order screen to display only content pertinent to the workflow and applicable business need. Multi-language capability enables global use. |
Warranty Management Leverage product and repair data for client and OEM relations. Automate warranty claims processing based on specific OEM requirements. |
| Fast Data Entry Support of barcode technology and fast data entry methods to enable accurate high volume processing. |
Web-based Architecture Application design minimizes support requirements and is scalable for any size of organization, any number of locations. |
| System Security & Access Flexibility Complete control of security role creation and feature/function access enables unique views for all user types and business needs. |
Implementation Flexibility Hosted solutions provide ease of deployment and low TCO. Additional licensing options, including onsite installation, fit any business model requirements. |
| Robust Configuration & Administration Administrative users configure and maintain the application enabling the business to tailor the solution and support dynamic process requirements without involved IT or changes to core code. |
Integrated & Customer Solutions Standard set of web services support integration to CRM, ERP and other business systems. Custom Business Logic framework enables business rule customizations without core code changes. |
| Data Integrity Validation ensures data integrity by enforcing the collection and validation of required information at the workflow points determined by business need. |
Management Dashboard Real-time graphical reporting with drill-down views for key performance and operations metrics (WIP, user productivity, product repair analysis, etc.). |
