ServiceCounter™

ServiceCounter is the module for retail sites, super stores and service centers to track and manage the service, warranty, return and repair needs of consumer product. ServiceCounter enables the support of each different business process with a unique workflow, data capture and validation set to realize maximum efficiencies and achieve excellence in customer service.

The ServiceCounter module can be selected for use as a point solution to create and manage customer service tickets, capture product returns, issue loaners/exchanges, and coordinate internal and outsourced repair. ServiceCounter is often complimented with ServicePortals to provide maximum customer service with customer web-enabled functionaliy and/or call center support, as well as RepairCenter, InventoryManager and WarrantyManager to support end-to-end product repair objectives. Common integrations include POS and ERP systems.

ServiceCounter Features

• Business Intelligence Driven by Data Integrity:  Enforce the capture and validation of the right customer, product and service data at the right step in the process, providing maximum operational efficiencies and the most accurate data for business intelligence.        
• Streamlined and Enforced Service Procedures:  Workflows ensure accurate and consistent procedures are followed by all users at all times; eliminating  arbitrary decision making, significantly reducing mistakes and rework, and enabling quantifiable performance analysis.
• Outstanding, Effective Customer Service Tools:  Instant visibility to warranty qualification, historical customer service events and relevant product information enable speedy turn-around-times, factual responses and proactive service.  Automated notifications sent via SMS/Text for improve communications.
• Inventory and Seed Stock Improvements:  Decrease the need to keep excess inventory on hand by managing and tracking seed/exchange stock and the issue of loaners. 
• User Productivity and Task Management:  Monitor real-time user performance and distribute work effectively via customizable service ticket list views, security roles and ServiceIntelligence reporting. 

ServiceCounter Functions

• Validates customer, product and warranty information based on business configurable parameters. 
• Utilizes workflows specific to product, customer and unique business process.
• Controls service ticket creation and modification based on security level and tracks user/status update history on each service ticket.
• Captures service requests, product returns, complaints/problems, notes, attachments and custom data as dictated by workflow.
• Maintains customer and product history throughout service lifecycle.
• Tracks and manages loaner and exchange stock.
• Provides customer with business customized service ticket receipt.
• Automates customer service notifications via SMS/Text or email with service and repair status updates.
• Creates shipping manifests, adds equipment and associates a Return Merchandise Authorization (RMA) number for equipment and accessories that need to go to another location for repair.
• When used in conjunction with RepairCenter, InventoryManager, WarrantyManager and ServicePortals, all data captured in ServiceCounter is automatically shared for use by these modules as determined by the business. 
• Integrates well with ERPs, POS, and Inventory Systems.

Administration & Reporting

• Refer to ServiceManager & ServiceIntelligence for system administration & reporting features.