CRM Service Ticket Management
Peacksoft CRM Service integrates Service Ticket Management with Field Service Management (FSM) to provide a seamless experience for handling customer service requests and managing field service operations. Here's how each component works:
CRM Service Ticket Management:
1. Service Ticket Creation:
Customers or support agents can create service tickets directly within the CRM system, either manually or through automated triggers from emails, calls, or web forms.
The service ticket includes key details such as:
Customer Name and Contact Details
Issue Type/Category
Priority Level (Low, Medium, High)
Description of the Issue
Date and Time of Submission
Each service ticket is assigned a unique Ticket ID for tracking.
2. Ticket Assignment & Workflow:
The system automatically assigns tickets to the relevant support team or technician based on the issue category, priority, and geographic location.
Workflows ensure timely resolution by routing tickets through predefined steps such as:
Acknowledgment of the ticket
Investigation and Diagnosis
Resolution or Escalation to higher-level support, if necessary
3. SLA Tracking:
The system tracks Service Level Agreements (SLA) to ensure that tickets are resolved within the stipulated time frame.
Alerts and notifications are sent to both the support team and the customer if SLAs are about to be breached.
4. Customer Communication:
Customers are kept informed throughout the lifecycle of the service ticket via:
Email Notifications for ticket status updates
SMS alerts for urgent issues or resolutions
Customer Portal access to view ticket progress and add comments or attachments
The customer can provide feedback or rate the service once the issue is resolved.
5. Ticket Closure:
Once the issue is resolved, the support team marks the ticket as closed, and a detailed resolution report is generated.
Customers can review the solution and provide final feedback on the service.
Field Service Management (FSM):
1. Field Technician Dispatch:
When a service ticket requires on-site support, the CRM system generates a field service request and dispatches a technician.
The FSM system assigns technicians based on their skills, availability, and proximity to the customer's location.
Job Details such as customer information, issue description, and required tools are provided to the technician via the Field Service Mobile App.
2. Real-Time Tracking:
Field technicians can view their assigned jobs in real time, including:
Job Location with GPS directions
Customer Contact Information
Equipment and Parts Required
Managers can track the live location of technicians, ensuring that they reach the job site on time.
3. Job Management:
The system generates a work order for each field service job, which includes:
Technician Name
Job Details
Expected Duration
Materials and Parts needed for the job
Technicians can update the work order status (In Progress, Completed, On Hold) and add any notes or observations from the field.
4. Mobile Access:
Technicians use the Peacksoft SFA Mobile App to manage their field tasks. They can:
Start and End Jobs
Upload Photos of the issue or completed work
Update Parts Used
Capture Customer Signatures to confirm job completion
Mark Attendance for each site visit via geo-location tagging, similar to the sales team’s attendance system.
5. Inventory & Parts Management:
The SFA module integrates with the inventory management system to ensure that the right parts and tools are available for each job.
Technicians can request replacement parts directly from the mobile app if needed during a job, triggering a material requisition.
6. Customer Satisfaction and Billing:
After completing the service, the customer can sign off on the job, and a completion report is generated.
The FSM system sends the job completion data to the billing module, where an invoice is generated based on the work performed and parts used.
6. Field Service Reporting:
Managers can review performance reports on:
Technician Efficiency (jobs completed, average resolution time)
Service Ticket Trends (common issues, locations)
Customer Satisfaction (based on feedback ratings)
Key Features:
Automated Ticket Assignment
Real-Time Technician Dispatch
SLA Management
Mobile App for Technicians
Job Order Management
Customer Feedback Integration
Seamless Billing and Invoicing
This integration between Service Ticket Management and Field Service Management provides a unified, efficient way to handle customer service requests and field operations, improving overall service quality and customer satisfaction.
Service Ticket Management
In Peacksoft ERP, the process for handling customer issues related to procured goods or services can be managed through Customer Service Ticketing and Internal Job Tracking. Here's how it works:
Customer Ticket Creation and Issue Registration:
Ticket Raised by Customer:
The customer identifies an issue related to goods or services procured from the company and raises a service ticket either through the customer portal, email, or by calling the customer support team.
1. Back Office Registers the Ticket:
The back office team manually enters the details of the issue into the system by creating a new service ticket. Key fields include:
Customer Name and Contact Information
Customer Location (place of issue)
Date of the issue report
Product or Service Details
Issue Particulars (description of the problem)
2. Ticket Information Logged:
The service ticket is assigned a Ticket ID for tracking. The issue description and details are captured so the team can follow up on it until resolution.
3. Admin Creates Internal Job for Issue Tracking:
Internal Job Creation:
Once the ticket is logged, the Admin user or service manager creates an internal job within the ERP to track the issue's progress from start to completion.
The internal job includes details like:
Job ID
Related Ticket ID
Customer Name and Issue Description
Assigned Service Team or Employee
Job Process Management:
The internal job is tracked through different stages, such as:
Initial Review (diagnosing the issue)
Job Assignment (assigning to the appropriate service technician or employee)
Parts or Materials Requirement (if necessary)
Field Service (if an on-site visit is needed)
4. Assigning to Service Employees:
The admin can assign the internal job to specific service employees based on their availability, skill set, and geographic proximity. Employees can see the assigned jobs through their ESS (Employee Self-Service) portal or Field Service Mobile App.
The assigned service employees will receive details about:
Job Location
Issue Description
Product Information
Customer Contact Details
5. Tracking and Job Status:
The internal job can be tracked through various statuses, such as:
Open
In Progress
Paused (if further parts or approvals are required)
Completed
Updates are made to the job status as the employee progresses through the resolution of the issue.
5. Completion and Closure:
Completion of the Job:
Once the issue is resolved, the employee marks the job as Completed. A completion report is generated, summarizing:
The actions taken
Parts used (if any)
Customer feedback
6. Ticket Closure:
After the internal job is completed, the original customer service ticket is also marked as closed. The customer is notified about the resolution and provided with any relevant reports or documentation.
7. Reports and Insights:
The admin can generate reports on:
Job Performance (time taken for resolution, employee efficiency)
Ticket Resolution (customer feedback, repeat issues)
Resource Utilization (parts, service teams used)
This process ensures that customer issues are tracked from the moment they are reported, through the creation of internal jobs, to final resolution, all within the Peacksoft ERP system.
Service Job Management
Every customer ticket is converted into Job to be managed internally by the company. Job has the details of customer ticket as well as the assigned service person.
Every Job has status and completion date that needs to be updated by assigned person.
User can check overall summary of all the jobs currently under review.
Service Visit Schedule
In Peacksoft ERP, managing service jobs with in-person customer visits is made efficient by integrating scheduling and attendance tracking features. Here's how this process works:
Scheduling In-Person Service Visits:
1. Admin Scheduling:
For every service job related to a customer issue, the Admin can schedule an in-person visit for the assigned service employee.
The visit schedule includes:
Customer Location (address)
Date and Time of the visit
Job Details (specifics of the issue to be addressed)
Visit Schedule Tracking:
Service employees can check their daily visit schedule through the Peacksoft ERP native Android app.
The app provides an overview of the scheduled visits, showing the time, location, and job specifics for each service visit.
2. Attendance Marking from the Field:
Location-Based Attendance:
When the service person reaches the scheduled location, they can mark their attendance through the app, logging:
Time In (when the visit begins)
Time Out (when the visit ends)
These times are recorded in real-time at the back end of the system.
3. Geo-Location Tracking:
The app captures the geo-location of the employee when marking attendance, ensuring that the attendance is recorded only from the scheduled location.
This geo-location data helps verify the employee's presence at the customer site.
4. Backend Monitoring:
Admin Review:
The admin can review attendance records for all scheduled visits, including:
Time In and Time Out details
Geo-location of the employee at the time of marking attendance
Duration of the visit (calculated automatically based on the time entries)
Service Visit Reporting:
A detailed report can be generated for all service visits, showing which visits were completed, how long each visit took, and any discrepancies in attendance.
By combining scheduling, mobile app integration, and attendance tracking, Peacksoft ERP ensures a streamlined and accountable process for managing service jobs with in-person visits, improving customer satisfaction and operational transparency.
Service Visit report
In Peacksoft ERP's Service Field Automation (SFA) module, the service person can capture detailed service information during each customer visit, ensuring comprehensive reporting and tracking. Here's how the process works:
Sending Visit Details with Repair Information:
1. Repair Codes & Action:
The service person can enter visit-specific details, including:
Repair Code: This could be a predefined code that describes the nature of the repair or service (e.g., part replacement, software update, mechanical issue).
Repair Action: The specific action taken to resolve the issue, such as replacing parts, repairing components, or performing routine maintenance.
Additional details about the service provided, such as materials used, and time taken.
2. Uploading Images via SFA Service App:
The SFA Service App enables the service person to capture and upload images during the visit.
These images may include:
Before and after photos of the repair
Damaged parts
Service completion evidence
Bills or receipts related to any purchases made during the visit can also be uploaded, ensuring all expenses are accounted for.
3. Maintaining a Visit Report:
Visit Report Details:
After completing the visit, the service person fills out a visit report, including:
Repair Code and Action Taken
Customer Feedback (if required)
Additional observations or follow-up requirements
This report, along with any uploaded images or documents, provides a detailed summary of the visit.
Field Service Attendance
In Peacksoft ERP's Service Field Automation (SFA) module, service employees can manage their field visits efficiently using the SFA Service App. Here's a breakdown of how these functionalities work:
Field Attendance Marking:
1. Attendance Marking:
The service person can mark attendance through the SFA Service App when they arrive at the place of the visit.
Time In is recorded at the start of the visit, and Time Out is recorded when the visit is completed.
The geo-location is automatically logged, verifying that the attendance was made from the correct location.
2. Image Upload from the Field:
Service Details & Bills Upload:
The SFA Service App allows the service person to capture and upload images related to the service visit.
This can include pictures of the work done, defective parts, or customer-signed documents.
The service person can also upload bills or receipts if any expenses are incurred, such as purchasing spare parts or materials.
These images are automatically linked to the relevant service job in the ERP system.
3. Visit Report Maintenance:
Creating Visit Reports:
After completing each customer visit, the service person is required to fill out a visit report using the SFA app.
The report includes:
Details of the work done during the visit
Any issues resolved
Customer feedback (if applicable)
The service person can submit this report along with any images or documents uploaded from the field.
4. Verification by Manager:
The manager (or higher authority) can review the submitted visit report in the ERP system.
They can verify:
Accuracy of the report based on the service job assigned
Attendance records (time in/out and geo-location)
Any uploaded images or bills
Once reviewed and verified, the visit report can be approved or sent back for further updates.
This streamlined process ensures transparency and accountability for every client visit, helping to maintain high-quality service delivery and accurate reporting in Peacksoft ERP.
Peacksoft CRM Service App (Anroid).
Field Service App (Android)
The Peacksoft ERP Field Service App provides seamless functionality for field service employees, ensuring efficient tracking and management of daily service jobs. Here's how the app works:
Mobile Login & Daily Service Schedule:
1. User Login:
Field service personnel can log in via the mobile app using their credentials.
Upon login, they will have access to their daily visit schedule, including:
Client details: Name, address, and contact information.
Service details: The specific task or job assigned.
Scheduled time: Start and end times for the visit.
2. Marking Attendance (Check-in/Check-out):
Check-in:
At the start of the visit, the user is required to check-in by marking their attendance from the location.
The app records the geo-location and timestamp, ensuring that the service person is at the client’s location.
Check-out:
After completing the service task, the user performs a check-out to mark the end of the visit.
The geo-location and timestamp are again recorded to confirm the duration and location of the service.
Updating Service Record:
Service Job Update:
After completing the client’s service job, the service person can update the service record directly from the app, including:
Repair or service details.
Observations or follow-up actions.
Repair codes and action taken for the issue.
Uploading Service Files:
Users can upload service records and related files from their mobile devices using the app’s integration with the camera.
This includes photos of repairs, bills, or documents from the client’s site.
Files are stored securely in the ERP system for later review and verification.
This Field Service App empowers users to efficiently manage their daily service schedules, provide real-time updates, and document every aspect of their client visit, making service management smoother for both employees and administrators.
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