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Dealer Call Service Management Software (CSM)
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Deans Computer Services Plc (DCS) whilst based in Yorkshire and Lancashire install and support Dealer CSM, our Call Service Management software with its accounts integration. |
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With Engineers Based in the regions of Leeds, Harrogate, Bradford, York, Huddersfield, Halifax, Manchester and Bury we are able to implement our product both locally and on a nationwide basis.
Dealer CSM is designed for the management of service calls and equipment maintenance, incorporating variable contracts, serial number tracking, service billing and profitability. Call logging, hotline support and a powerful knowledge-base make this database a must for all field service organisations. |
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Register Creation
Where equipment has been ordered through the Quotation Screen, an automatic creation of the global and customer's equipment register, including separate entries for multiple quantities can be made including an in-house reference number, manufacturer's serial and model numbers, product description and detailed manufacturer's specification.
Global Register
The global equipment register contains all customers' equipment, with quick find and sort facilities using the in-house reference number, or manufacturer's serial number. The detailed manufacturer's specification can be modified with any special modifications; items can be transferred between customers and ultimately recorded as scrap when they come to the end of their useful life.
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Loan Equipment
A complete list of loan equipment is maintained and loan equipment can be assigned to a job or a customer. A loan search and report can identify the last location of any loaned equipment, and a loan charge calculated for non contract customers.
Software Register (Where applicable)
A list of all software with versions, releases, licence numbers and directory paths are maintained against each customer, and can likewise be created automatically from the quotation screen
Contracts
Records the hardware and software (where applicable) contract details along with licences against each customer and manages the contract invoices and renewal dates. The contract renewals are reported for manual adjustment prior to being activated monthly. The contract renewal invoices containing a schedule of equipment covered and the contract period are batch posted to the accounts Sales Ledger, and then can be printed in Exchequer, Opera or Sage,
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Equipment Register
Displays the equipment held by each client, the date supplied along with corresponding contract renewal information and incorporates drill-down to the contract screen. Additional items not ordered through the quotation screen can be added and the global register is directly updated and the equipment attached to a contract if required.
Service Calls
Records and manages all maintenance calls. Records the problem and solution along with parts used and engineer's time. The information provides the details for recording against contract revenue and for invoicing non-contract calls. Part billing can be made. The summary screen can be sorted by item number to view individual service history, and a report obtained on all service calls and their costs between any dates.
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Service Manager
Entries made on the service call screen instantly update the service manager's screen, highlighting, by colour, contract, non-contract and priority calls. The service manager is able to allocate engineers and sort the records into order of priority. Call sheets can then be printed or e-mailed to the appropriate engineer. Calls can be scheduled into engineer's outlook calendars and the calls then routed using Microsoft's MapPoint.
Chargeable Calls
For non-contract customers a list of proposed engineering and software support charges are examined by the service manager prior to approving the charges and processing a batch of the appropriate invoices into the accounts Sales Ledger. Individual invoices can be produced.
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Telephone Hotline
When telephone support calls are entered the system generates an automatic call reference number and time recording of the call. The system identifies whether the customer or the appropriate software is covered by contract or should be invoiced. The problem's solution is recorded for future reference and retrieval.
Support Manager
Entries made on the telephone hotline screen instantly update the support manager's screen, highlighting the contract, non-contract and priority calls outstanding. The support team use this screen to identify and prioritise outstanding support calls.
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Knowledge Base
Used to hold common support resolutions from the information held within telephone hotline and service call logs. The knowledge base is used to find support information based on multiple searches of any word in the problem's summary and filters by product.
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