Microsoft Dynamics NAV for the Service Management & Call Center Industry

Customer Care and Call Center

Representatives to have “one touch” access to all customer information, fully integrated in NAV – no need for a 3rd party Call Center software solution that must be interfaced to NAV, or worse – requires error-prone or costly manual data entry into NAV. Incoming calls are tracked to ensure the issue is resolved or escalated if needed. Reason codes for calls lead to quick issue resolution via a built-in Knowledge Base that grows with use. True costing data (rep’s pay rate, time to resolve, replacement costs, etc.) can now be tracked allow for true P&L and performance analysis. This easy-to-learn solution allows reps to handle RMA’s (Return Material Authorizations), issue credit memos, and link to Service Management if installed – including Dispatch Board. SCS has found that Call Center NAV licenses are typically substantially cheaper than full-user NAV licenses, since access to all of NAV modules are not needed.

Service Management

This allows companies to create a more productive work environment with tighter control over parts inventories, costs, workloads and task prioritization. It allows users to capture key information about open service quotes, quickly create service orders based on customer requests or after-sales issues, or accept the system’s suggestions for new service requests, including preventative maintenance schedules. Supports customer contract management for warranties, Service Level Agreements (SLAs) and annual service contracts. The system lets users define typical time, material and resource requirements for service types, as well as resources (technicians) by skill level and availability for task assignment. Service item tracking can then be tracked down the labor, parts, serial numbers, costs and individual profitability. Full analysis reporting allows easy tracking of performance, open orders, response rates and ultimately contract profitability.

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