Advanced service management software after sales service and works shops

Integra Service Management optimizes customer service with timely response to customer requests and puts knowledge in the hands of customer service personnel. Integra understands that customers want rapid response service. From initial contact with the customer regarding an incident, to in the service operations, to processing returns quickly and efficiently, Integra Service Management provides the visibility and accountability of your business needs.

► Create new and track historical service calls.

► Assign appropriately skilled technicians and escalate calls.

► Track parts, labor, and expense details

► Manage spare parts and trunk stock inventory

► Generate standard and customized reports to track profitability and analyze parts failure, technician utilization, and workload.

► Generation of Service Invoices

► Update service call details including parts and labor usage, expenses incurred, and additional charges levied at each Service Depot.

► Centralize the Service billing or tracking of service call costs against a customer contract (service agreement) or equipment warranty.

► Gain deep visibility to supporting documents such as service level agreements, parts inventory transfers and parts purchase orders.

►Warranty Management

►Incident Management

►Service Contract Management (AMC) 

Integra Incident Management features ensure that customers get the appropriate response to issues for fast, effective resolution. It tracks the contact and activity through the service and Warranty process to resolution and invoicing.

►  Automates installed base updates from sales orders, incidents, return material authorizations, and the generation of installation and preventative maintenance calls

►  Simplifies contract quoting, releasing, renewal and administration

►  Allows users to manage all internal and external Warranty and service activities—tracking the initial contact with prospects through Warranty and service activities, and ultimately to invoicing and collections

►  Handles incoming calls and verifies service coverage

►  Enables each organization to set up escalation rules to ensure that incidents are responded to in a timely manner

►  Allows users to move incidents from one queue to another with increasing priority until a response is made

►  Defaults streamline incident creation for requests that follow predefined patterns

►  Groups of incidents can be created based on a wide range of criteria, such as items needing a preventative maintenance visit, items belonging to a range of end users, or items shipped after a certain date service management managed service provider managed services