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CRM for After-Sales


Discover how to distribute value-added services with RuleDesigner


RuleDesigner capabilities for the management of relations with customers in service

Requests and Ticketing

Management of service requests

One point of access Help-Desk where to track and historicize all the reports, open both from the outside (customers, suppliers, technical studies) and from the internal of the company (sales managers, technicians, manager).

Traceability of tickets in company sheets, products, projects and pdm part-numbers.

Each ticket can be opened based on different entities including companies, products and projects and automatically field in the appropriate tab of the reference entity.

Management of documents and attachment requests

Beside the descriptive content, tickets can be enriched by attaching any kind of explicative documents.


Automatic email assistance conversion in ticket

The email communications that you receive on the email account configured to provide technical assistance can be automatically transformed in ticket with the management of contents and attachments.


Knowledge-base reports

The complete traceability of tickets and related attachments with organized storage in the portal makes the cross-functional searches possible along the informative repository.

Notifications for distribution and subscription lists

Users and groups can subscribe to specific tickets of interest and being notified along the progress status of the requests.

Customer personal data

The company data contains in a structured and easily traceable way all the contact information, collaborators and activities related to it. For each company it is possible to track both the classification and the relation data. In fact, it is possible to define the network of relationships that may exist among different companies ( holding company, suppliers, partner, customer, industrial group). For each contact it is possible to define the role and company function. Moreover, from the same company panel, it is possible to consult other related information such as:  executed and planned activities, documents, purchase products, offers and job orders, help-desk ticket.

Advanced search

Information can be easily retrieved through advanced searches in the contact databases by applying filters and dynamic attributes and by saving then all outputs obtained. Information can be also acquired thanks to cross-sectional searches using tools such as company or contact panel or with specific myhome gadgets. Searches can be saved, bookmarks can be defined and certain operations can be run on the outputs obtained.

Managemnt of client base

Assignment of tasks and responsibility

Assignment and ticket management

Assignment, management and ticket resolution takes place following configurable workflows based on your needs that can involve more departments or business areas, partners or suppliers.

Activities, Agenda and Planner

Task management tools for planning task with workflows, dynamic and configurable typologies. Personal agenda with daily, weekly or monthly and global planner of business activity. Through myhome gadgets, users can receive and see the activities in an organized way.

Team work support

It is possible to organize activities of the different departments through automatic scheduling with the correct workflow, complete with phases, activities to be carried out, offices involved, managers and resources assigned. Each phase is in charge of a team that receives the notification and proceeds to carry out its activities.

Technical intervention Planning

It is possible to charge technicians for the execution of interventions to customers by planning the activity and the resources to the agenda. Notifications and progressive status allow the management to be completed.


My-home with gadget topics

Thanks to the use of configurable gadgets, each sales managers can organize its own my-home to quickly consult and access to all the information useful for carrying out its activities such as: planned or received activities, assigned leads and opportunities in progress, offers or orders to be processed.

Product serial number

Each product has a single information panel to consult multimedia contents, information related to the structure of the components, attached documents, pdm part-numbers, contacts, warranties, offers, job orders, customers, tasks, tickets, reports and projects.

Products/ Services catalogues

Possibility to display product information sheets in consultation with: components structure, warranties, active contracts, tickets, product certifications, technical files, manuals and video. It is possible to associate an unlimited number of files (pdf, doc, xls, dwg,dxf, mov, vmw, ecc.) to machines that make up the catalogue.

Support for multiple price lists

Multilanguage management to allocate different conditions based on the country, purchase volumes or sector.

Structure product and spare parts management

The product structure represents the list of parts and subparts that make up the product at the time of serial number /sales to the customer. This allows to trace the exactly configuration of the product owned by each specific costumer for the use of the service.

Management of contracts and warranties

Integrated tools for the management of service contracts and warranties stipulated with the customer and linked to the serial number.

Service Ticket Management

For each product/ serial number it is possible to manage and track ticket/reports in the service environment.

Management of product documents

The product sheet is the repository of the all documents collected in the PLM workflow, grouped by type and shared with the users and the departments.

Product/ Service catalogues

The product and part-number research it is supported by pages that allow the use of multiple attributes and research parameters. In few seconds the customer service is able to trace the exact configuration of the product used by the customer.

Securities for the access to consultation / modification of data

It is possible to create access rules in consultation or updating product information based on the company chart.

Report and Statistics

It is possible to monitor the glant of the activity for all the team work or other product information through configurable dashboards and quick consultation with statistics and graphics updated in real-time.

Management of the product configuration

Communications, Documents and Contracts

Management of Contracts and Warranties

Document management system already integrated that supports the processes of creating, updating and archiving files in the correct corporate repository in an organized way. Thanks to the integration it is possible to connect documents of any type to the reference company, tracing the relationship with the customer and the shared documents.

Automatically e-mail storage

One of the main aspects of tracking information is linked to mail management. As a matter of fact the most important communication and exchange of documents take place via mail. RuleDesigner is able to track and intercept all sent/received emails, to check their content and to store them in the right company panel, connecting them to the right persons or projects and making sure that users don’t need to do it manually.

Collaboration Tools

Collaboration business tools integrated for the sales partner contact. Notification tools to immediately advice users (Chat, email, Task with alert, Post it..)

Informative document panel

Each document has a single informative panel where all the files are stored with indication of connected entities, securities and rules of visibility.

Dynamic classification attributes

Possibility to define dynamic classification attributes for any kind of document. Dynamic and configurable properties can be connected to each other, defining implication of relations with a rule-based logic.

Type of document management

Possibility to define custom typologies for the classification of the company documents. For each typology you can set security, visibility rules and actions.


Advanced searches

Possibility to search documents in different ways such as: full text, filter applications on dynamic properties, through the access to connected entities and by browsing the structure to logical folders.

Cross-functional consultation

The functionalities of connecting company panels, PDM part-numbers, projects, products and tickets mean that you can have an additional level of organization for a cross-functional consultation of documents.

Configurable approval workflow

Ability to configure approval workflow by typology and sending automatic notifications to distribution lists  made up of companies, offices or users.

Security based on charts and on relations

Sharing documents take place defining access rights and rights on capabilities. The right access determine who can access to the system and which kind of documents can consult. The rights on capabilities define which actions on document a user or a group of users can take.

Help-Desk Self Service

The access to  “Self- service” tools is the simplest and fastest way to submit requests or report problems on the purchase products. This allows you to keep customers updated on the status of the ticket, also through automatic alerts. The self-service portal allows to communicate to technicians with integrated chat tools.

Informative dashboards

Possibility to create informative dashboards containing contents and documents linked to after-sales services (such as FAQ, videos, tutorial and handbooks). These contents can be organized and grouped on the basis of external sources  (News, Feed, Reader..)

Customer Portal

RuleDesigner is provided with tools for configuring informative panels useful to offer value-added after-sales and spare-parts services and to keep customers always up-to-date thanks to content and document dashboards. The history of customer accesses to the system and of the pages visited are automatically stored in customer informative panels.

Dashboards and Reports

Dashboards for monotoring the performance

A set of tools for configuring dashboards with statistics, graphics and concise data is available. These tools help monitoring sales performances and enable managers and sales directors to immediately check on the sales pipeline with the possibility to consult all data in real time. All these information are useful for salesmen to take effective decisions and achieve strategic objectives, monitoring the entire business performances for each business unit or for individual salesperson.

Queries, Extractions and reports

Tools for creating and saving queries with the possibility to have a graphical representation of data and to extract them in configurable reports (PDF, HTML, Excel format).

Integration ans synchronization with ERP systems

It is possible to synchronize stored data bi-directionally in RuleDesigner with external ERP/MRP systems such as: customers, boms, documents, invoices…


RuleDesigner in action

Would you like to examine in depth all RuleDesigner aspects of application and understand how they can help you?

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Corporate culture is being stressed by new paradigms that allow surprising results to be achieved in terms of design quality, costs and people involvement. The role of the integration technology between the various platforms and RuleDesigner proved to be the only solution that could guarantee the management of the company's enormous historical heritage, guaranteeing a modernization in the flows and methodologies of each individual role

Gabriele CaccinTechnical Information Systems Manager

The introduction of the No-Code approach has made it possible to activate simpler and more flexible management of the configurator. For me it was a real revolution because I went from having to depend on the supplier for any changes to implementing and testing the changes myself.

Giovanni OstacchiniTechnical Sales Manager - Koenig & Bauer

A Lean corporate management philosophy combined with the implementation of RuleDesigner®, as the company's reference information system, has allowed us to obtain complete, real-time visibility of the order status, converging towards a customer-oriented vision at the lowest cost

Operation Manager - Modulblok spaAndrea Peressi
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