ServiceCentral Return & Repair Suite™ offers a complete set of end-to-end service management modules to track and manage the flow of products through the entire return and repair process, from initial receipt and triage to repair and quality assurance and shipment back to the end customer

Return and Repair Suite™

ServiceManager™
Allows managers and administrators to monitor and control the entire service chain process.

• Robust administration tools allows administrators to easily customize the system
• Standard reports provide visibility on various aspects of the repair process
• Define and monitor specific service processes through custom programs
• Configure custom fields to capture unique information
• Real-time Dashboard flash reports allow management to keep track of key performance metrics to ensure that repair operations are operating at maximum service levels

ServiceCounter™
Interacting face-to-face with customers in a retail environment requires a sure-fire way to deliver outstanding service time after time. ServiceCounter enables in-store personnel at retail sites, super stores and customer service centers to quickly and efficiently track products and accessories returned for repair:

• Facilitates quick capture of customer return, product information and complaints
• Track loaners and exchanges as they are issued to customers
• Track shipments through the process and update associated work orders, log discrepancies and note missing items
• Provides instant visibility to past work orders and historical information, so customer service reps can provide fast, factual answers for improved service
• 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

ServiceCenter™
For service centers, repair depots or retail stores with in-house repair capabilities, this solution provides detailed tracking of all repair actions:

• Tracks problem/solution repair actions, parts used and miscellaneous repair notes
• All activities are time and date stamped by user
• Captures information about equipment shipped to 3rd party locations for repair and communicate status of the repair process
• Captures key performance metrics, which provide real-time visibility into service activity levels across all departments
• Provides historical service information for each piece of equipment to determine if a problem is a reoccurring one
• Manages receiving serialized bulk lot or individual units against purchase orders, sales orders, work orders, RMAs and RAs
• Supports labor and parts cost tracking associated with each repair

WarrantyManager™
Capture and validate equipment warranty information throughout the entire repair process. WarrantyManager automatically validates, generates and submits warranty claims in accordance with manufacturer requirements.

CallCenter Link™
Give call center personnel quick, easy access to work order details, improving customer service levels significantly.

Customer Link™
Empower customers and reduce inbound customer calls by enabling on line to service requests and work order status updates over the Internet. ServiceCentral leverages the world wide web and ‘skin’ technology, making Customer Link™ look like your company’s website and creating a valuable customer service portal

Give your customers self-service access via the web.

ServiceIntelligence™
Generate custom ad hoc and detailed reports from aggregated repair data gathered from across the service organization. Enables users to run reports and leverage advanced analytical functionality.

EquipmentManager™
Keeps track of seed stock and loaner equipment, decreasing the need to keep excess inventory on hand:

• Enables in-store personnel at retail sites, super stores and customer service centers to quickly and efficiently issue and track loaner equipment
• Provides management level views and control of seed stock and loaner equipment

Integration Services
With our standard set of web services, integrate Return & Repair into your current customer management and ERP systems, providing your business with an end-to-end enterprise solution.

For more information, contact a sales representative by calling 800-620-1301 or using the contact page.