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Customer Service

The heart of SuccessWare®21 is customer service. Nothing happens until the phone rings.

When taking an incoming phone call, you can search by: ?

• Address,
• Phone #,
• Name (Last or Company), or
• I.D. (Location or Billing)

Or you can add a new customer just as easily and quickly.

Incoming Calls are a BREEZE - and on-screen scripts are user definable

These incoming calls can be taken as:

• Service calls
• Maintenance calls
• Agreement visits
• Sales appointments
• Customer concerns
• or any other call type you wish

Dispatching is made extremely simple. Our Call Center uses a color-coded zone system. You, the user, can set up as many zones as you wish in whatever colors you wish. You can set-up a zone for every city you serve or something simpler, like North, South, East and West zones.

The Call Center can be viewed several ways:

• Daily Assignment View - which looks similar to a traditional dispatch board, with the techs going across the top of the board, and their calls underneath their name
• Daily Call View - the reverse of the daily assignment view, which shows the time going across the top of the board
• Weekly Job View - shows all your jobs for the week or any date range

Each call is "time stamped" to give you proper job-costing as well as accurate records of how much time your techs are spending on-site vs. driving. Each call is "time-stamped" when it is:

• confirmed (with the customer),
• notified (to the technician - this is optional),
• dispatched (to the technician),
• arrived (when the technician has arrived on-site),
• completed

In addition, you can alpha-page your technician any service call or any other message.

From the Customer Screen, you can get complete information including:

• Whether they're a Standard or Priority customer
• What Zone they live in
• Notepad - to allow location notes, directions
• The ability to create a new job for the customer
• Complete history of all jobs and all equipment
• Installations of equipment
• Equipment warranties
• Agreement Information
• Marketing & Recommendations