LEVERAGING CALL CENTER & SERVICE CONTRACTS

Transcription

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2 LEVERAGING CALL CENTER & SERVICE CONTRACTS IFS CUSTOMER SUMMIT 2011, CHICAGO

3 LEVERAGING IFS SERVICE CONTRACTS IFS CUSTOMER SUMMIT 2011, CHICAGO

4 CARRIE GHAI SNR BUSINESS SOLUTIONS CONSULTANT

5 IFS SERVICE CONTRACTS SUMMARY Service Contract ensure that you provide the appropriate service levels to all customers and manage all aspects of planned and unplanned services from initial request through to invoicing. Including: Specific Service Level Agreements by customer by customer / specific service object Pricing and invoicing rules for a contracted period automatically controlled and followed fixed price, specific by object, maximum charge etc Periodic invoicing of services/maintenance ability to automatically generate periodic service jobs on a scheduled basis

6 CONTRACT FLEXIBILITY SUPPORT FOR A SYSTEM Forecourt System Schedule Maintenance POS Hardware 8-8 Pump Control 24 x 7 Gauges/Pump Repair T&M 6

7 SERVICE CONTRACT OVERVIEW 7

8 CONNECT EQUIPMENT OBJECTS 8 Objects/work types comprised by the contract Category objects Defined with a quantity (e.g. 200 printers ) Instead of adding 200 separate equipment objects Location object Geographical location for the object Handling object structures objects Use service line on underlying object structure (or part of sub structure)

9 SLA DEFINE RESPONSE TIME & PRIORITIES 9

10 PRICING EXISTING SALES AGREEMENTS & SPECIAL AGREEMENTS 10

11 PRICING INVOICING PLAN Define Invoice Plan Possible to invoice alternative customer Modify prices and invoice interval (e.g., invoice once a quarter instead of once a month) per Service Line for a certain time period Define revaluation of prices (e.g., 5 % increase, beginning next year) per Service Line Create Period allocation for revenue recognition 11

12 INVOICING PLAN 12

13 CONTRACT LINE ITEMS FIXED PRICE 13

14 CONTRACT LINES TIME & MATERIALS 14

15 CONTRACT LINE ITEMS FLEXIBLE PRICING Define percentage to be invoiced for resources used (e.g., 100% of the time and 75% of the material) Free of charge (e.g. warranties) Define fixed price to be invoiced every time a work order is done for the Service Line Customer might be invoiced on agreed prices up to a cap price limit 15

16 CONTRACT LINE ITEMS INVOICE PLAN 16

17 INVOICE PLAN PER LINE PERIOD ALLOCATION FOR REVENUE RECOGNITION 17

18 CONTRACT LINE ITEMS VIEW MAINTENANCE SCHEDULE 18

19 CONTRACT LINE ITEMS VIEW MAINTENANCE SCHEDULE/PM DETAILS 19

20 SERVICE CONTRACT VIEW ACTIVE AND HISTORICAL WORK ORDERS 20

21 CALL CENTER

22 JEFF MINOGUE SR CLIENT MANAGER

23 CALL CENTER OVERVIEW Customer / Int. Party Support Agreement Queue Management Event Escalations Case / Tasks Support Key Support Key Dispatch Case/Task Assignee Installed Base (Equipment) Cases Solution, Text Search, Task templates Handover reference 23 23

24 CALL CENTER CREATE CASE WIZARD

25 CALL CENTER CREATE CASE WIZARD 25

26 CALL CENTER CREATE CASE WIZARD 26

27 CALL CENTER CREATE CASE WIZARD 27

28 CALL CENTER CASE CREATED WITH PREDEFINED INFO DEFAULTED 28

29 CALL CENTER TASK ACCEPTANCE W/ NOTES REFER TO ATTACHED DOC 29

30 CALL CENTER LINK TO BUSINESS OBJECT SALES PART 30

31 CALL CENTER CREATE HANDOVER REFERENCE 31

32 CALL CENTER COMMUNICATE WITH CUSTOMER FROM CASE 32

33 CALL CENTER JOURNAL KEEPS TRACK OF ALL ACTIVITIES 33

34 CALL CENTER EMBEDDED SEARCH 34

35 CALL CENTER OPTIONAL TIME REPORTING 35

36 CALL CENTER CASE RESOLUTION 36

37 THIS DOCUMENT MAY CONTAIN STATEMENTS OF POSSIBLE FUTURE FUNCTIONALITY FOR IFS S SOFTWARE PRODUCTS AND TECHNOLOGY. SUCH STATEMENTS OF FUTURE FUNCTIONALITY ARE FOR INFORMATION PURPOSES ONLY AND SHOULD NOT BE INTERPRETED AS ANY COMMITMENT OR REPRESENTATION. IFS AND ALL IFS PRODUCT NAMES ARE TRADEMARKS OF IFS. THE NAMES OF ACTUAL COMPANIES AND PRODUCTS MENTIONED HEREIN MAY BE THE TRADEMARKS OF THEIR RESPECTIVE OWNERS.