Customer Care System

What is Customer Care System?
It is a unified web based application for Pricing, Quotes, Orders and Scheduling to efficiently run a service company. A tool for anyone involved with the customer to have the information needed to do their job.  Better communications means happy Customers, Sales,  Accounting , Operations, Technicians and Management.

To have the ability to answer all of Operations questions. "What do we charge him?", "Who do we bill?", "Who's the Account Manager?", "When did we last do work for this customer?", " What time do we start?", "What tools and equipment do we need?", "Who was driving truck 103 last week?", "Do we have a qualifier electrician available?"...

 

What is not Customer Care System?
It is not an Accounting system. 

The link between Accounting and Customer Care System is the "Account Job Number" which ties the 2 systems together.  An  "Accounting Customer ID" links the Accounting Customers to the Customer Care System Customers. 

It is not a Human Resource System.

The Customer Care System has a Human Resource System with a single purpose of maintaining sensitive information that is required for a few key employees outside of HR.  An example might be a yearly drug test, or background check required for access to some Customer sites.  

It is not a Project Management Tool.

A Schedule by definition is part of any project management tool, but by itself not.

How Long does it take to fully Implement?
Building the Products and Services table will generally take 1 to 4 man-weeks of work depending on complexity.

Setup of Employees and Customers can generally be imported.

The Customer Care System is a major change to the way thing are currently done.  Using the Customer Care System must be a Company Directive otherwise it will never be fully implemented.

In general 6 to 12 months for everybody trained and using the system.

I only need a Quoting System, do I have to buy the whole system?
Yes. 

Pricing of the system is based on your Hardware and Bandwidth requirements and on the fact that every service we have is the same.  If you produce less than 500 quotes per month then you can probably get by with our minimum package, so it's still cost effective just to use a small part of the system.

Is there a limit on the system?
No.

If you are a national firm with thousands of offices and 10's of thousands of employees to schedule, the system can accommodate these types of numbers.

What would be supplied in this case would be a system for the management of the business rules for office to office access and for setting enterprise wide employee privileges.

I'm a 1 man shop with only 2 or 3 orders a week does it make since to use the system?
Yes for rate sheets, Yes for quotes, Maybe not for orders, No for scheduling.