Infowan HR
Support Ticket

Cloud based after sales support software with outdoor employees attendance tracking. After sales, complete customer support management software covers annual maintenace contract, complaint booking, complaint attending and client communication and many other features.

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Key Features of Support Ticket
Customer Management
  • Maintain Customer details like address, contact information and contact person’s details.
  • Generates mailing labels with address or for other formal informal communication.
  • Mass e-mails to clients about new arrivals.
  • Some customers can be set as Inactive for certain products (in case their AMC is due or the contract has been expired).
Escalation emails
  • Escalation emails sent to the higher authorities,preventing so unwanted incidents or negligence.
  • Escalation emails sent to user defined 3 levels of authorities for following issues.
  • If call log exceeds pre defined amount of calls for a product.
  • If a single call not attended by predefined number of engineers
  • If no action is taken for a particular call for predefined number of days
AMC Management
  • Manages Annual Maintenance contract obligations.
  • Warranty of a sold product or annual maintenance contract expiry and AMC accrued reminders provided.
  • SMS/Email Reminder to client for their expired contracts.
PMS Management
  • Designation wise hierarchical assignment of PMS Call.
  • Preventive Measurement Service calls defined under the contract managed.
  • Reminds you when PMS Call is due.
  • Generates necessary reports.
Complain Management
  • Auto - generates Call Ticket number.
  • Checks Skill of Service Engineer assigned for call.
  • Log of Action taken by the service engineer.
  • Call costs calculated and ascertains profitability is maintained.
  • Service calls tracked to its closure tracked.
Repair Centre Management
  • Keeps track of equipment brought in for repairs and services.
  • Cost sheet prepared with charges and replacement part cost if any.
  • After confirmation, repair slip generated. Repairs are carried out.
  • Invoice as per the cost sheet is prepared.
SMS Facility
  • SMS to client and service engineer with the details of the visit.
  • Simplifies Communication and ensures prompt services to the client.
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