Service Management Solutions: Key Part of CRM


Service management solutions are part of the customer relationship management (CRM) spectrum. What tasks do service management solutions encompass? Dispatching, project management, and billing/invoicing are just a few aspects of service management solutions. In short, service management solutions help providers efficiently and profitably serve their customers.


Tying together help desk functionality and dispatching services is one important component of service management solutions. Robust service management solutions allow the provider to track service orders, manage technician resources, and broadly monitor projects. In this way, service management solutions help providers be more nimble and competitive.


Another important aspect of service management solutions is handling of billing and invoicing, credit and debit memos, and exchanges. Service management solutions integration these functions so providers can track customer lifecycle events and adjust their offerings in response to trends.


Service management solutions offer robust tools to streamline invoicing. Service management solutions also integrate functionality for creating and posting credit and debit memos. Further, service management solutions are designed to deftly handle even complex customer exchanges.


Taking a broad view of provider offerings, and drilling down to causes, is possible with service management solutions. Case-in-point: service management solutions include a knowledgebase that makes vital information searchable. One such piece of vital info tracked by service management solutions is return merchandise authorizations (RMAs). Service management solutions can, for example, make it easy to see if an RMA is completed on the customer end or from the provider’s stock.


Because of the ability to take this broad and deep view, service management solutions let providers identify symptoms and associated resolutions. This aspect of service management solutions means that service staff can solve future issues more quickly and efficiently.


Finally, service management solutions are useful for subcontractor management. Robust service management solutions allow subcontractors to be associated with service orders, completed work, and subcontractor bills. This means that service management solutions help providers appropriately manage costs and pass them along to customer in an efficient manner.


Altogether, service management solutions are an important part of the CRM arena. Without service management solutions, providing efficient and competitive service is much, much harder.



MAE KOWALKE TMCnet Associate Editor for Channels