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Opera 3 Service and Helpdesk Management


Opera 3 streamlines your customer contract management, helpdesk functions and communication with staff on the road.

Opera 3 Service Management is designed to maintain and renew maintenance contracts with customers. Working with Opera 3 CRM and Sales Order Processing, Service Management can provide end-to-end service and maintenance management, from Quote, Order and Delivery through to Installation, Contract, Service, Breakdown and Billing. The contract information includes value, equipment covered, billing periods and renewal date. You can also log all activities against a contract, such as site visits and Helpdesk calls, so that you have a complete picture of the contract, all in one place.

Opera 3 Service and Helpdesk Management Main product highlights
  • Service Level Agreement (SLA) call monitoring and engineer scheduling
  • Skills Matching, Service Areas and Fault Analysis, with comprehensive reporting capability
  • Contracts, Period Renewal Billing, Pro Rata Charging, Planned Maintenance
  • Equipment (Assets) Components, Variable Service Types, Warranty and Loan Equipment
  • Time, Expense and Parts Recording and Billing
  • Installation Projects and Scheduling
  • User-defined fields: add your own data and terminology to key forms
  • Complaints, problems, change requests: full helpdesk and Knowledge Base
  • Integrates with TomTom WORK

Opera 3 Service and Helpdesk Management Project Processing

With Project Processing you can progress sales opportunities from CRM through to an installation project in Service Management. Project Processing is used to plan and keep track of engineers working on the delivery and installation of items sold.

The project can contain different phases such as design, preparation, groundwork, installation and so on. Each phase can be given a timescale and budget and have Helpdesk calls assigned to it. You therefore have full visibility and control over every sales opportunity or prospect and can track their progress right through to acquisition and installation.

Opera 3 Service and Helpdesk Management Service Contracts and Billing

With Service Contracts you can maintain a record of service contracts you have with customers and log all calls, visits, equipment used etc against each contract. Service contracts can be invoiced and documents posted to Opera 3. 

Key features of Service Contracts and Billing include:

  • Sales Opportunities can be converted to installation contracts
  • Contracts include Service Level Agreements (SLAs), contract values and multiple equipment items and renewal dates
  • Multiple contract periods can be set up with numbers of free calls and free hours, hours maintained and cost per period
  • Documents and e-mails relating to a contract can be attached to it
  • Activities such as site visits and helpdesk calls can be logged against a contract
  • Activities can be chargeable or free of charge
  • Preventative Maintenance Schedules can be maintained against a contract
  • Profit analysis of a contract and its Periods
  • Invoices can be calculated on the full contract value or based on a pro rata value
  • Invoices for chargeable items and time can be batch-posted in the Invoicing or SOP applications
  • Contract renewal invoicing (including pro rata and new items mid-period)
  • Time taken can be recorded against an activity, allowing time analysis

Equipment Register

A register of individual products that are covered by service contracts to enhance equipment reliability and availability. It also enables the tracking of components exchanged on-site and generates relevant stock transactions.

 

Opera 3 Service and Helpdesk Management Key features include:

  • Maintain a complete service history for products on maintenance contracts
  • Product records can be associated with Asset code serial number, original customer invoice number and/or delivery note number
  • Maintain a bill of materials for individual product records detailing serial numbers of sub-assemblies, version, bug and fix information and components
  • Maintain components within the bill of materials following maintenance or repair visits by recording the new serial numbers of replaced components
  • Replacement components can be moved out of stock and returned components moved into stock or scrapped
  • Cost analysis of component exchanges
  • Warranty Tracking and Loan equipment

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