Spring 2008 ECi La Crosse Customer Conference
Session: Service Management
User Group: Nextgen
Program Date: Wednesday, April 17, 2008
Program Hours: 1:30—3:30 p.m.
Location: The Pearl Conference Center
This session will cover basic concepts of Service Management. This includes the proper setup and procedures of service calls, service tickets, and technician activity. Topics will also include tracking of parts and labor history, cost per copy calculations, and credit calls. Learn more about interrupting service calls, the importance of maintaining records, increasing technician productivity, understanding contract profit and loss, adding reports to Nextgen Night Auditor (the Nextgen trigger manager!), and entering online service calls with eNextgen. MWA Intelligence will also be presenting their workforce and asset management products.
In this seminar, you will learn...
System and service global settings and data tables that direct traffic and drive your service applications
Key application components, features procedures, and reports for managing your service department
Using Customer Care options that allow you to service your customers quickly and effectively for multiple requests
Problem solving techniques to help you identify and correct meter readings and audit how your technicians spend their time
Night Auditor reports, EZ NextGen features, Tech Raptor, and online service call entry with eNextgen
And much more!
Key global settings and core service tables
Learn about setting defaults for call backs, fuel surcharge/contract freight charges, response time calculations, active calls, emergency threshold alerts, mileage, credit alerts, credit hold parameters and service meter readings
Learn more about customer email confirmation after calls are created and completed, contract meter estimation, stored future rate increases, and contract billed through dates. Learn the importance of service plans, item types, machine tracking on serialized equipment and labor activity history
Key Software components, procedures, and reports for managing your service department
Configuring automatic customer service surveys by email
Experience the power of getting information from Contract Profit and Loss as well as Client Profit and Loss
See the enhanced Service grid right-click context menu and expanded area for extended service messages
Effectively search your service history with Help Desk
Create service calls in a snap with EZ Nextgen
Learn about cost per copy calculations, service call cycles, service burden rates, service call interrupts (multiple visits with one service call and one service order) and contract billing methods for meter readings
How to set up daily, weekly, and monthly procedures to keep your service department running smoothly
Learn more about vital service reports that give you the information you are looking for, such as the Value of Maintenance Report, Service Manager Report, Productivity Summary by Tech, Technician Productivity, Technician Activity, Response Time, CPC By Serial, Product Performance, and Contract Profit and Loss
Night Auditor, Tech Raptor, Customer Care, and eNextgen service calls
Learn more about adding EOD service reports to Night Auditor on a daily basis
See how Tech Raptor can streamline your operations and provide real-time information to and your employees with a PDA or web browser access. Ask for an ROI. You will be pleasantly surprised.
See how Customer Care allows you to perform multiple requests without re-entering customer name or id
Learn how customer care inquiries and file maintenance options can give you quick access to service history, machine history, customer information, and parts/supplies/item information
Discover the benefits of entering online service calls with eNextgen
Managing Workforce and Assets with MWA Intelligence
Learn about Intelligent Service and Intelligent Assets from MWA Intelligence
See how MWAi solutions drive profit to your bottom line, grow your business, improve your operational efficiency, generate incremental revenue, and increase customer satisfaction
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