Service Request Management:

Selling products is one thing - servicing customer needs around your products is key to growth. And if you sell products that need regular service calls, scheduling and tracking such calls becomes a major responsibility. Every service call that you miss means loss in service revenue and, worse, loss in customer confidence. And insufficient preventive maintenance will ultimately lead to product failure, putting even more pressure on your relationship with your customer. On the operational side, even if you do have a decent way of tracking service requests, doing that in a manner that is time-saving and predictable is nearly impossible, since no call is predictably long and no two customers have the same needs. Add to this the complexities of stocking spares for service calls, scheduling the right people for each call, tracking their work as each call finishes, etc. and you have a very complex set of needs. Is there a system for all this?


Now there is, thanks to Impel. Impel's Service request module covers all these features and more:

• Set up service contracts with customers for whatever term you need, with service calls planned weekly, monthly, quarterly or yearly for specific products.
• Impel automatically creates service calls for you, with reminders for each call.
• Reassign calls to other users, so they can visit the customer when the call comes due.
• Reschedule calls if customers are not available, tracking multiple visits if they happen.
• Send SMS updates to assignees, so they can be reminded of where to be when.
• Track the use of spares and materials during service calls, so you can figure out the exact cost and needs of each call, each customer, etc.

Using the service request mechanism in Impel, you can easily reduce the cost of service internally. And, more importantly, you can turn your services into a trackable, repeatable revenue-earner.