The Access Service Manager solution is perhaps one of our best kept secrets. It is an excellent tool that we have until now failed to make much of a song or dance about. Service Manager Editions also known as SME has two principal functions:-
Firstly it can manage all of your customer contracts. It stores key information such as service level agreements, renewal dates, labour rates and travel charges. SME helps to ensure that you don’t forget to raise an invoice(s) and that you bill accurately in a timely fashion. Your clients can have multiple active contracts with as many detail lines as you wish.
Secondly SME logs incoming “issues”. These might be helpdesk style queries or customer complaints. The workflow engine walks the user through categorising the calls and escalates the problem to the most appropriate team member. Unique ticket numbers are generated so that no call gets forgotten and the customer can easily ask for progress updates even if the original engineer is not available. The strong reporting suite helps to identify training requirements or areas where the product or service needs to be improved to reduce the number of reported problems. The planner allows a manager to schedule engineers or resources onto jobs. A clever colour coded system alerts users to important facts such as the client is on-stop, their product warranty period has expired or their SLA doesn’t cover them for the assistance they are requesting.
It is perhaps reassuring to know that Atlas use SME as our live in-house contracts & helpdesk management tool. Existing clients already using SME will be pleased to hear that the recently released latest edition has been extended and now includes Document Management and Postcode look-up capabilities. Give your account manager or the sales team a call to request your upgrade.
I’m sure it goes without saying, but of course this tool integrates to your Access Accounts finance system! Access customer and stock records can be seen within SME to avoid duplication of effort whilst transactions generated in SME are posted into the sales order batch queue or sales ledger account.
Service Manager is perfect for any business that needs to track warranties, contracts and renewals as well as those in the service industry who need to provide support, repairs and maintenance for their products. To request a PDF factsheet simply send an email to newsletter@atlasbiz.com with the subject line as “SME”. Alternatively call our sales team on 0333 666 3330 to enquire further or request a demonstration.
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