RuleDesigner capabilities for the management of relations with customers in service
Requests and Ticketing
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).
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.
Beside the descriptive content, tickets can be enriched by attaching any kind of explicative documents.
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.
The complete traceability of tickets and related attachments with organized storage in the portal makes the cross-functional searches possible along the informative repository.
Users and groups can subscribe to specific tickets of interest and being notified along the progress status of the requests.
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.
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, management and ticket resolution takes place following configurable workflows based on your needs that can involve more departments or business areas, partners or suppliers.
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.
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.
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.
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.
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.
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.
Multilanguage management to allocate different conditions based on the country, purchase volumes or sector.
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.
Integrated tools for the management of service contracts and warranties stipulated with the customer and linked to the serial number.
For each product/ serial number it is possible to manage and track ticket/reports in the service environment.
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.
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.
It is possible to create access rules in consultation or updating product information based on the company chart.
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
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.
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 business tools integrated for the sales partner contact. Notification tools to immediately advice users (Chat, email, Task with alert, Post it..)
Each document has a single informative panel where all the files are stored with indication of connected entities, securities and rules of visibility.
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.
Possibility to define custom typologies for the classification of the company documents. For each typology you can set security, visibility rules and actions.
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.
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.
Ability to configure approval workflow by typology and sending automatic notifications to distribution lists made up of companies, offices or users.
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.
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.
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..)
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
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.
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…