Categorisation and priorisation
The Customer Service Help Desk module provides the ability to record customers’ inquiries and/or general public inquiries. These inquiries can be categorised i.e. product information, company information, requests for services, product faults, operating instructions, nearest store etc.
Resolutions can be entered in a timely fashion. Unresolved inquiries are highlighted automatically using colour coding and simple selection facilities. Work in progress can be reviewed periodically. If an inquiry is still unresolved, action can be taken to assign other resources or re-schedule.
The Customer Service Helpdesk module is designed to handle various requests that are received by your organisation. The module provides information on outstanding requests at your fingertips, using colour codes to indicate the status of each request.
Information on outstanding requests is at your fingertips, using colour codes to indicate the status of each request. Linked requests and employee assignment history may be viewed using the "Subrequests" and "Service Referrals" buttons.
Users can easily select and filter the service requests that they want to see displayed on the screen such as selecting all incomplete requests for a particular employee.
Create a customer-service request
Requests of all types can be entered externally via a webportal or internally in the service request pop-up screen as shown. Comprehensive details of each inquiry are maintained and updated progressively in the service request screens. Note that a service request may be linked to another related request. It is also possible, when the request must be invoiced, to link a request to a larger "project’ defined in Microsoft Dynamics AX.
Documents can easily be attached to the service request entered including emails, pictures, spreadsheets and letters etc.
Online internet access
The online functionality allows employees and Customers to enter, view and edit data online for each request and to carry out a dialogue over the internet in relation to each request.
Key features of Customer Service HelpDesk for Microsoft Dynamics AX:
- Control over the timely completion of customer service requests.
- Higher customer satisfaction with having their requests handled effectively.
- Ensuring that income is received for chargeable work.
- Highlighting of requests that need special action.
- Reduced administration costs by interfacing with other Microsoft Dynamics AX modules.
- History for satisfying future requests and cost estimates.