Any customer-facing company operates customer service or after-sales management in one way or another. This refers to looking after your customers by phone, letter, fax, e-mail, messenger (e.g. WhatsApp), chat and on site. Similarly, the commissioning (or implementation) with maintenance and servicing of the equipment, systems, machines and systems purchased from you, falls into the field of customer service.
For successful sales and long-term customer loyalty, good customer service, preferably service excellence, is essential. So that no inquiry disappears in Nirvana and no customer is inadvertently overlooked, in addition to trained, motivated employees, you need reliable, intelligent and well-structured software at your side.
"Good customer service costs less than bad customer service." Sally Gronow
Improve customer service with EcholoN
Thanks to systemic support from EcholoN, the quality of service delivered is reproducible. This is how you professionally address customer inquiries, because your service processes are standardized. EcholoN can help you with installations, customer consulting or customer service.
EcholoN customer service is based on the EcholoN Ticket System with Knowledge Base and Configuration Management Data Base (CMDB), with which the devices, systems and facilities with part master and spare parts can be managed. From the simple assembly to the complex parts list, all components and their dependencies can be mapped. With this module alone, which you will also find in the EcholoN Express-Edition, you can already record, answer, forward, edit, track and document inquiries from your detectors. Likewise, a service portal with selfhelp can be set up for your customers. For example, problems can already be solved through the FAQs of your service portal, without the customer having to make direct contact with your employees.
Reliable billing of services rendered
The basis for an optimal service offer is the precise planning and handling of all service assignments. EcholoN provides the order management with all required information centrally. Thus, open service orders and service assignments or commissioned time and material consumed are always documented. In this way, you support your service employees in a practical and reliable manner in the processing and coordination of your orders.
On the way to service excellence, the Ticket System alone will probably not be enough for you. In addition, we offer you three further solutions:
The EcholoN Field Service Management focusses on your dispatch department, as well as your service technicians and field staff.
From deployment planning for commissioning, upkeep, repairs and maintenance, from order management to real-time mobile access.
The EcholoN Service Desk focusses on your service centre. In general, the service desk is characterized by its "Single Point Of Contact" (SPOC), which offers the user the advantage of a central contact person.
The Service Desk as a central functional unit for controlling the service processes in medium and large organizational units.
These solutions can be combined, configured and adapted as desired. It is also possible to select or deselect modules afterwards.
We see ourselves not only as a "software supplier" but as a long-term advisor and companion, helping you achieve your business goals. On request we can help you to certify your service excellence according to DIN SPEC 77224.