Service Management
Call Management
Requests reaching the company by phone, email, or web are transferred to the call module. Each request is assigned a call number, and all processes are tracked using that call number. Incoming calls are routed to the relevant people or departments; faults and installations are routed to the relevant unit, and if the problem can be solved over the phone, it is resolved and the call is closed. If the reported problem cannot be solved over the phone, the appropriate team is selected from headquarters or service dealers and the job is assigned. Requested reports can be designed in the dynamic report module and generated on a monthly, 3-month, and annual basis.
Customer Complaint Management
Customer complaints received through different channels (website, phone, email, social media) are routed to the relevant departments according to their type. If a complaint is to be routed to dealers or external service providers, advance notice is sent via SMS and email through the system. The resolution stages of each complaint are tracked in the system through statuses, and the customer is notified of each stage via SMS or email. Once the complaint is resolved, the customer is called for confirmation and the complaint status is closed. Customer complaints are grouped by complaint type and reported on a monthly, 3-month, and annual basis. Requested reports can be designed in the dynamic report module and generated on a monthly, 3-month, and annual basis.
Garanti ve Lisans Takibi
After a product is sold, it is shipped to the customer. For products that do not require installation, warranty tracking starts from the date of sale. For products that require installation, warranty tracking starts once the service record created for the installation is completed. In addition to the product warranty, the supplier warranty is also tracked. Warranty periods are limited to the legally prescribed periods. For software-type products that require license tracking, license tracking begins with the installation of the product. The system issues alerts for products whose license or warranty has expired at the planned intervals. Requested reports can be designed in the dynamic report module and generated on a monthly, 3-month, and annual basis.
Fault and Repair Management
When faulty products arrive at company headquarters, a barcode is printed from the system and attached to them. They are then forwarded to the relevant unit based on the reported fault. Product warranty is checked by serial number. The product history is reviewed in the system, previous fault causes are examined, the fault is diagnosed, and the relevant fault code is entered into the system. Depending on whether the repair is covered under warranty or chargeable, a service quotation is sent to the customer. Once the quotation is approved, the repair is carried out. The customer is notified of the result via SMS or email. If a payment is due, a notification is sent to the relevant unit. Requested reports can be designed in the dynamic report module and generated on a monthly, 3-month, and annual basis.
Periodic Maintenance and Calibration Management
Periodic maintenance and calibration of products are planned through the system. Measurement and medical devices in particular require timely periodic maintenance and calibration. These periods are entered into the system, which then lists the devices that are due for service and schedules them automatically. The schedule is approved by the service manager and work orders are created. Maintenance and calibration data are entered into the system, the next due date is updated, and the record is closed. Requested reports can be designed in the dynamic report module and generated on a monthly, 3-month, and annual basis.
Consignment Product Management
Consignment products given to customers are tracked after they are shipped out. Particularly in the healthcare sector, the system tracks how many products remain with which customer, in which department they are located, when they will be taken back, which customer they will go to after being retrieved, and the counter numbers of any calibration and periodic maintenance performed on these devices. Warehouse entries and exits of consignment products are tracked by serial number through a dedicated virtual consignment warehouse. Requested reports can be designed in the dynamic report module and generated on a monthly, 3-month, and annual basis.
Field Service Management
A notification is sent to the field team for the installation of products sold to customers or the repair of products reported as faulty. Notifications are collected in the system, and the service manager assigns them to the relevant technical staff according to the work plan. Field service personnel act on the work orders received in their mobile application. They locate the customer on the map, inform the customer of the planned visit date and time, obtain approval, and go to the service location. If there are multiple devices on site, they can service them under the same work order. The repair process is the same as other repair processes: the fault is diagnosed and warranty coverage is checked; if the repair is not covered, a service quotation is issued and, once approved, the fault is repaired. Replaced spare parts are deducted from stock. Requested reports can be designed in the dynamic report module and generated on a monthly, 3-month, and annual basis.
Spare Parts Management
Main products and their spare parts are defined in the system, so it is clear which spare parts belong to which product. When a main product is selected, the compatible spare parts are listed, preventing incorrect spare part selection. Exploded technical drawings of products can be viewed in the system. For spare parts that are out of stock, domestic or international orders are placed, and customer approval is always obtained before an order is placed. For spare parts stock tracking, a virtual warehouse is defined for each service technician; technicians enter the spare parts they take out for service and the parts they use during service into the system, keeping stock up to date. Requested reports can be designed in the dynamic report module and generated on a monthly, 3-month, and annual basis.
Service Working Hours and Expense Entry
Field service personnel can enter their travel time to the customer from the moment they leave the company, along with their transportation and accommodation expenses, on either a per-service or per-customer basis. They can photograph receipts and upload them to the system. They can also record the time spent on the road and at the customer site, the time spent on the service itself, and whether that time falls within or outside working hours or on religious or public holidays. These entries are approved by the service manager, and the amounts to be invoiced to the customer are sent to the accounting department. Amounts payable to personnel are paid after deducting any previously paid advances. Requested reports can be designed in the dynamic report module and generated on a monthly, 3-month, and annual basis.
Customers
