After Sales Support System

The importance of After-sales services is supreme in today’s business environment as it has a direct bearing on the quality of the product/service, as perceived by the customer and rightly so. Retaining a current customer is as rewarding as getting a new one, if not more. A satisfied customer not only comes back for more business but also passes on the goodwill, which fetches new customers and helps to build a brand. International firms scouting for partners are very keen on having a detail look at the after-sales service functions of any prospective partner. This department also contributes to the earning of the company through maintenance contracts, spare sales, installation and commissioning contracts, etc.

It has become necessary to keep After-sales operation automized and tuned to meet any eventuality. In doing this the first step is to streamline and integrate this function. We at shrasa has studied this aspect of operations with the help of professionals with extensive domain knowledge in the field. The flow of events has been studied and this forms the backbone of our system. A skeletal system has been developed at our software center, employing the best in the industry.

The main objective of the system is to improve efficiency and bring down cost and, as far as possible, eliminate human error. The system has been developed in ASP, ASP.NET and SQL server with windows-like graphic user interface, web enabled and easy to use. It is multi-location, multi-level system with login at all functional levels, from taking in of the complaints/enquiries, up to billing. This system will reduce manual reports by 80% and allow single point entry. The system reduces the non-productive hours of the field staff by reducing the paper work and provides ready information on client records, machine service records, spare records, billing details etc. It generates various reports to help with Management information system.

The main modules are:

1. Call center Management

2. Service Administration

3. Stock Management

4. Product Management

5. Masters – records

6. Field/Service Personnel

7. Branch Administrator

8. Super Administrator

The total system is secure with options to allow and restrict entry at every level. All reports necessary for management, accounts, security, etc. are generated on request to authorized persons.

Some of the main areas are:

1. Branch wise activity report

2. City wise report

3. Machine Model wise report

4. Field staff reports

5. Warranty report

6. Maintenance contract report

7. Revenue report

8. Stock report

9. Login-Logout report

Over and above this broad structure any customization can be done to suite the clients specific requirement.

As mentioned earlier, this system is made for multiple & simultaneous use and would ideally require a computer system of 1.5GHZ or above speed processor and a 512 MB RAM. It can be loaded on to the website. It is a robust system with capacity to handle up to 1 cr. Records.

Other than this, we have also developed Sales Automation Solution, and Supply Chain Management system to compliment the After-Sales Service Solution.