Achieve the highest customer satisfaction levels in a support or service environment. Manage problems and ensure solutions are provided in an effective and timely manner.
Greentree Customer Service Software manages all the typical functions of a customer service ‘help desk‘ and drastically cut the costs of customer support requests with full tracking, task allocation and follow-up actions as well as performance reporting.
Easily manage customers and services across multiple locations and time zones. Empower staff to solve problems quickly with access to information libraries and details of client histories, known problem alerts and the knowledge base. Staff work primarily from a single, highly functional screen and become more effective in their role, with calls answered and completed more efficiently. Improve time to resolution using the built-in call routing and workflow planning and realise opportunities for improvement with detailed call analysis by category.
You can also relate the call or service request to an asset or inventory item as well as the appropriate service contract to be used. Support personnel can be scheduled and time worked can be recorded against the support call or service request flowing directly to Job Costing for timely billing and financial management.
Service planning and management
Optimise your service response rates and resource effectiveness with the easy-to-use visual planner so you successfully meet all your service-level commitments. Demonstrate your effectiveness with the built-in tools to measure and report on performance.
Field service – escalate customer service calls
Drive performance excellence with the easy routing and management of issues that require field service assistance. Requests can be assigned to a service person or team, while being monitored as part of the original call. Promote proactive work planning with individual work schedules that can be accessed remotely. Integration to the Greentree Job Costing and Inventory modules is available for those organisations requiring detailed tracking and analysis of costs.
Mobile field service
Provide relevant customisable live information to front line staff, supervisors and management of open or outstanding customer service requests and whom they have been assigned to. Make your service personnel self-reliant with immediate access to their next work request, parts availability, and able to capture time and materials on the job without unnecessary travel time and paperwork. Staff and management can monitor and easily reassign requests even on the move. These capabilities increase your customer retention rates, helping you to achieve best possible service levels by knowing what’s happening at all times.
Allocate service requests to your employees on a graphical calendar plan. At a glance you can see which employees are free to take on the next request, and which employees are over and under utilised and reallocate work with a simple drag and drop.
Contracts and Service Level Agreements
Manage your customers your way with flexible definition of support and maintenance contracts. This includes the products covered, the contract period and cost. Parent/Child contracts are supported for more complex organisations with either multiple contracts or multiple sites. Service levels can also be agreed and implemented as part of the Contract Management process. This allows the response and resolution times to be defined, and then tracked against each support call received. Flexible calendars can be created, to allow for public holidays and non-working days, and service level monitoring can correctly account for non-service time periods.
A maintenance contract can cover a specific ‘class’ of asset, a defined customer location, or individually specified items. Multiple contracts can be defined for each customer, if required, and contracts can be easily renewed and invoices created.
Dramatically improve outcomes with all response and resolution times reported against SLAs.
Cost and billing management
Watch your service delivery costs drop by controlling and monitoring time and associated materials costs of service deliveries. Maximise your revenue and get paid for every service delivered.
Tighten up management of inventory and match service requests to assets for maximum uptime.
Minimise equipment downtime through predictive and well-planned schedule servicing. Schedule service requests automatically; base the maintenance of physical assets on usage, such as the number of hours a machine has been used, or the kilometres travelled, or simply a maintenance cycle, such as quarterly. The scheduled maintenance cycle is linked against the asset and used to automatically generate service requests based on the selected cycle.
Knowledge Base integration
To assist in researching issues immediately, products can be linked to specific Knowledge Base library areas with context-related information available online and linked directly to a service request. Customer issues are resolved faster and help documents can be sent via email, fax or mail to the caller.
Asset management integration
Keep costs to a minimum and avoid costly equipment failure with Greentree’s Asset Management module. You can track the usage and maintenance schedules of physical assets, both within your organisation and serviced at external locations, including those sold and being maintained under a warranty or service contract agreed with your customer. Asset Management tracks asset locations, service requests, exchanges, loans and custodial/ownership details. Asset Management can integrate with Fixed Assets for depreciation management, the Job Costing module for maintenance work and Inventory for parts swapping or exchanges.
Multiple Asset locations can be defined and details of the relevant maintenance contract can be specified per location if Contracts are used.
Ensure consistency and quality in your development processes and product releases. The Log management component is useful for software service and development organisations to manage the progress of a development task through a well structured lifecycle. A number of user and system defined fields means you can tailor this development cycle to suit your needs and define your own software products, modules, versions, log status, code changes, test plans, documentation, business requirements, cause and effects, design information, and specifications.
Secure data access
A number of security levels and options are available across Greentree that provide extensive control over access to information via user and team profiles. This ensures individual staff members are permitted to access, view and edit only the information relevant to their work focus.
Interface to Microsoft Project®
Save time and improve the accuracy of your data with a two-way interface between Microsoft Project plan tasks and Greentree service requests including resources and task progress.
Important : Microsoft and Microsoft Project are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries.