CSP Customer Service Manager

CSP/Customer Service Manager dramatically improves communications between customers and your service department. Operators instantly retrieve customer information from the massive RMS/Route Management System or DMS/Office Coffee Manager customer and machine data base to provide your service department complete detailed information about each call on-line as it takes place.

Comprehensive reporting features provide daily call activity review and historical information designed to help you identify service or equipment problems before they happen.

Features:

When a call is received by the CSP operator and customers identify themselves, the system is accessed through a workstation PC or UNIX terminal simply by keying in all or part of the customer name. CSP will present customer information the operator uses to confirm equipment, location and nature of the problem to complete the call screening process.

Completing the call places the task to be performed into a call-waiting file. Call-waiting information can then be accessed by maintenance personnel or dispatchers from any terminal or work station PC in your system, for assignment to Service Technicians.

CSP records the time and date that the call is dispatched to, and received by the technician. Service Call resolutions are entered to clear the call and place it into account history files. Unresolved calls or calls that require return visits pending parts orders or inspections can be left open until repairs are completed.

All Data entry functions needed to make CSP a valuable management and productivity tool are entered on-line by the operator as the call takes place. CSP is designed to provide the framework to automate, track and analyze your service and repair department efficiencies for maximum customer satisfaction.

When a call is resolved or checked off after a follow up, the record moves to a call history file. Time and date of call received, call dispatched and resolutions are recorded automatically, along with problem and solution comments.

Repeat calls to the same machine are flagged when calls are less than 30 days apart so the service technician is made aware of previous problems and solutions.

Functions:

History Report- By Machine or By Account: Separate History Reports show the completed Service Calls by Machine or Account. Both allow qualification based on Number of Repeats or calls in a given time span.

By Machine: The Report will show each individual machine that meets the selection criteria: (N) services in (M) days, where both (N) and (M) are variable. This report answers the request "Show me the machines that have had three or more service calls this past two weeks". Each Machine that appears on the report will have a complete history of service calls as far back as the history is maintained. ( File purging is done at your determined intervals).

By Account: This report takes a different point of view of the same basic (N) of services in (M) days criteria. It looks at all the machines at a particular account, calculates the number of services in the last (M) days and reports them with their complete service histories. When an Account is taken having (N) or more services in that period. This is an important report because the Accounts perception of service problems, or the frequency of calls may be a total account phenomenon, not just limited to one or two machines. An account that calls every day, about a different machine, may have a very different kind of problem.

Novice New Call Logging: Sometimes the initial information from a customer calling in a service call must be taken from a receptionist or other back up employee who may or may not be familiar with your accounts or equipment, or know how to properly screen the call or discribe the call to service personel. The information can be entered into the CSP Program Call Waiting Database directly by the receptionist using the mechanics code NEW . The novice can then do the best job he/she can to identify the customer and type of machine (even if not the exact one) and roughly describe the problem in the "Problem Lines" provided from screen prompts. The actual dispatcher who is working the CSP program from another terminal, or when they return, can then be alerted with a special message of the existence of new calls. He/she can then access the new calls and up-date or correct any information needed to execute the calls.

Look-up By Name: When maintaining a customer file or calling for a history report by account, it is not nessessary to know the account or machine number. Keying in a partial customer name will bring up a full screen of entries to match the name, and the operator chooses from the list provided. Machine types and locations are shown to enhance selection.

History Reports by Account- Mechanics Selection: A report that shows the history of service calls by account can be run for one or all service technicians.

History Report/Mechanics Analysis: The Mechanics Analysis report focuses on the activities of an individual mechanic. Calls per day, the occurrence of repeat calls, the average time taken to resolve a problem and total time spent in dispatch are presented in summary with optional detail available to review the distribution of work loads and areas where senior repair personnel may be needed to resolve repeat calls.