Technical Service Software

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Technical Service Software

The ERM CRM Technical Service Program is a sophisticated, multi-layered suite of solutions. By integrating high-impact tools such as Service Material Management, Device Tracking, Device Maintenance, Faulty Device Repair, Device Rental Management, Service Form Creation, Service Billing Automation, SLA Management, Progress Management, Service Contract Management, Authorized Service Management, Technical Document Management, Satisfaction Surveys, and a Problem-Solving Knowledge Base, you’ll achieve remarkable results.

Additionally, every ERM CRM module—including Contact Management, Lead Management, Opportunity Management, Quote Creation, Task and Project Tracking, Post-Sales Service Program, and more—as well as integrations with systems like Logo, Netsis, SAP, Mikro, Uyumsoft, ETA, IFS, Google, and Microsoft Office, seamlessly operates within this solution suite to deliver unmatched synergy and productivity.

Tailor your technical service program effortlessly by selecting from this suite to meet the unique needs of your business.

Technical Service Management Process

Main Processes

Main Sections

Process Stages

Technical Service Software Matrix

Discover the synergy and power of utilizing multiple solutions simultaneously while managing your technical service operations.

Service Materials Management

The ERM CRM service materials management solution allows you to record and update information about service materials such as spare parts and consumables—including type, price, stock status, and technical specifications—within the CRM system or in integration with ERP systems. Effective service materials management is crucial for providing accurate price quotes, timely procurement of necessary spare parts and consumables, and accurately calculating service costs.

Equipment Tracking Management

Our equipment tracking management solution in ERM CRM enables you to monitor all equipment installed at your customers’ locations through an integrated software system. This is critical for increasing your service revenue and optimizing your service operations. You can create an equipment inventory, access a history of all activities, and instantly retrieve any information from a single equipment record. This way, you have complete control over all the equipment you service.

Equipment Maintenance Management

Effectively manage the maintenance of equipment installed at customer sites. Define periodic maintenance contracts in ERM CRM and regularly monitor maintenance schedules. By automatically scheduling maintenance tasks, you can reduce the risk of breakdowns. With this solution, businesses can maximize equipment performance, gain real-time visibility into all equipment and maintenance histories, and strengthen customer relationships to gain a competitive advantage.

Faulty Equipment Repair Management

Effectively manage the repair of faulty equipment installed at customer sites. Utilize ERM CRM to track repair requests and monitor the repair process. By automating repair tasks and maintaining a clear history of past repairs, you can streamline operations and minimize downtime. This solution empowers businesses to enhance equipment reliability, achieve real-time insights into repair statuses, and foster stronger customer relationships, ultimately providing a competitive edge in the market.

Service Quote Preparation

Streamline and digitize your service quote preparation process with our comprehensive and flexible quote creation program. Define services (installation, maintenance, inspection, setup, training, equipment repair, etc.) and expense items (travel, labor, accommodation) just like you do with products, and easily add them to your service quotes. Create professional-looking, quick, and error-free service quotes, and send them to your customers with a single click. Afterward, efficiently track your quotes through dashboards and monitoring screens.

Service Plan Preparation

Using the “Plans and Calendar” screens in the ERM CRM program, create comprehensive service plans for technical service, inspections, installation, commissioning, maintenance, training, fault detection, and more.

Experience the convenience of monitoring your service plans and tasks from the intuitive calendar panel. Easily track and manage your field teams’ availability, schedules, and time off from a single screen. With notifications and reminders, manual follow-ups for scheduled tasks are a thing of the past. Keep your plans on track, your services punctual, and your customers satisfied.

Service Form Preparation

Manage your business’s service forms professionally with our Service Form Preparation solution. Automatically inherit information from service plans or requests while preparing service forms to eliminate duplicate entries. Thoroughly record actual materials used, labor, warranty statuses, and other financial details for the tasks performed on the service form. Finalize the service form by obtaining customer signatures and initiating the approval process. Provide the necessary data for billing and obtain accurate financial reports on your service processes.

Service Billing Automation

Billing for services begins with the creation of the initial order. At any stage—be it request recording, planning, quoting, service form, or post-service—an order generated based on the situation is finalized once approved, then transferred to the customer’s ERP system where it is converted into an invoice. Since labor and material information is recorded within the CRM, all calculations are automated, ensuring that the invoicing process is completed swiftly and accurately.

SLA Management

When providing technical service, clearly define the service levels (SLAs) agreed upon with your customers, associate them with service records, grant access to your service teams, and optimize the process. Better track your SLA commitments, reduce customer disputes, and enhance your business’s reputation. Efficiently manage your time and resources.

Equipment Rental Management

Easily manage the inventory, maintenance, billing, and collections of rental equipment at your customers’ locations from a single platform. Optimize your costs and prevent revenue loss due to service interruptions. Record, track, and monitor all historical transactions of rented equipment in real-time.

Service Contract Management

Define your service contracts in ERM CRM with all the necessary details. Ensure that your authorized technical teams can access contract information anytime, anywhere. Link each service request to a contract to make your technical service delivery process contract-focused. Fulfilling your contract commitments can strengthen customer trust. Effectively track contract renewal dates to take advantage of sales opportunities.

Authorized Service Management

Authorized service management enhances the efficiency of your authorized service operations and strengthens customer loyalty. This solution monitors authorized service activities, plans maintenance and repair processes, and ensures accurate entitlement payment. By tracking the performance of your authorized service network, you can make informed decisions and experience the power of delivering uninterrupted service to your customers.

Satisfaction Surveys

With our Satisfaction Surveys solution, you can easily and quickly gather feedback from your customers, gaining deeper insights into their thoughts and desires through detailed analyses. Based on the data collected, optimize your products and services to enhance customer satisfaction and loyalty. Make your customers feel valued and provide a professional experience that exceeds their expectations.

Claim Management

Calculate the claims of your authorized services accurately and in detail to facilitate a swift reconciliation process and simplify billing. Attach signed service forms to your claim reconciliation outputs. This approach helps eliminate disputes with your authorized services and dissatisfaction caused by late payments. Enhance your technical services’ loyalty as a result.

Technical Document Management

Digitize your critical documents, such as products, processes, contracts, and service forms, by storing them in a centralized database and updating them from a single location. Authorize and facilitate document access. With Technical Document Management, you can protect your valuable documents while saving time on document updates and sharing. Safeguard images of faulty equipment, current pictures of products at customer sites, updated spare part images, and service forms in a digital environment. Prevent customer disputes, create an audit trail, and enhance accountability.

Help Desk & Support

With ERM CRM, you can quickly resolve customer support requests. You can also stay true to your service commitments, avoiding revenue and customer losses. Finally, you can analyze issues to further enhance your products and services.

ERM CRM allows you to document, track, and resolve a wide range of customer issues, including technological ones. This comprehensive approach is designed to enhance customer satisfaction, identify areas for improvement, and boost operational efficiency.

Problem-Solving Library

Problem-solving libraries institutionalize experience, making it permanent and accessible. By enabling employees to find quick and accurate solutions, they enhance efficiency and support the training and development of new staff. These libraries accelerate problem identification for customer representatives, improving service quality and customer satisfaction while boosting employee motivation.

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Design different types of request recording forms.

Create customized service request recording forms tailored to your company’s operational dynamics using our form design wizard. You can design forms for various types, such as exploration, installation, faults, periodic maintenance, general maintenance, support, development, warranty, and general service requests, with as much detail as you need. Define problem types for fault requests and add materials, equipment, contracts, and service products to your records as necessary. Enhance the monitoring, reporting, and analysis infrastructure of your technical service operations.

Create tailored workflows for each type of request.

If desired, create specialized workflows for each type of service request. Prioritize requests and subject them to preliminary assessment through an approval process. Initiate the service process based on the approval. For each workflow, you can involve different technical teams or authorized services. Employ your teams according to their skills and utilize their time efficiently.

Manage service requests end-to-end.

Effortlessly monitor and manage the entire process, from opening a service request to billing and conducting satisfaction surveys. Capture a complete overview of your service process.

If a proposal needs to be made during the process, trigger the proposal scenario. If an exploration is required, execute the exploration scenario. Following the planning phase, activate the service record and service form functions. Once complete, initiate the billing process and conduct customer satisfaction surveys. Save on costs and time.

Digitize your technical service processes.

Track all processes and approval stages of your technical service operations within ERM CRM. Eliminate email correspondence and reduce paper usage. Add as many documents as you need at any stage. Preserve service forms, images of faulty equipment, and pictures of installed and removed spare parts. Facilitate the understanding of operations with notes and comments.

Make smart plans for service requests.

If an external technical or authorized service will carry out the service, identify the responsible company within the system and generate work order information via email. If your company is providing the service, plan the materials, suitable team, and service timing. When planning, check the availability of the teams, the stock status of materials, and the requested service times within the system. Convert your plans into tasks and appointments.

Manage service appointments effectively.

Manage your technical teams' service appointments within Google or Outlook calendars. Access all appointment and customer information instantly using mobile or web-based ERM CRM. Provide real-time updates to your customers and create automatic reminders for your teams. Measure your teams' service punctuality. Ensure your appointments are not delayed, and maintain your reputation with customers.

Enhance the productivity of your technical teams.

Empower your technical teams to manage their assigned service tasks 24/7 with ERM CRM’s web-based and mobile applications. Enhance tracking and timely intervention activities. Eliminate manual and repetitive tasks, simplifying their work with real-time updates and automatic reminders. Automate their assignments, appointments, customer notifications, and service forms. Could you support them with robust solutions?

Build trust with professional service forms.

Design service forms tailored to your needs, incorporating every detail based on the type of call record (materials, labor, travel, accommodation, part serial numbers, warranty and maintenance scope, working hours, etc.). Enable your technical staff to quickly transfer information entered during the call record or planning stages into the service form without re-entering data. Create professional and corporate service forms, whether for printed customer signatures or digital signatures. The system can automatically send the signed service form to the customer via email. Optionally, you can have the service form reviewed and approved before converting it into an automatic order and invoice. Store digital service forms within the ERM CRM document management system to provide legal protection for your business, reduce disputes, increase accountability, and ensure robust operations. Strengthen customer trust and conduct precise analyses of costs, profitability, and performance in your technical service processes using service form data.

Conduct a post-service satisfaction survey.

The system automatically generates a survey link after each service according to the survey forms and rules you defined. It sends it to your customers via SMS and email. Listen to your customers and make them feel valued. Use the satisfaction survey results as data to assess your teams' performance if you wish. Inspire your teams with motivation to provide superior service to customers.

Measure the performance of your technical teams.

Monitor the workload and availability of your technical team in real time. Distribute tasks based on the type of service request. Reduce service overtime costs. View your technical team's service times, the number of completed services, and customer satisfaction scores in one place to assess their performance. Provide feedback and rewards based on data.

Stay in touch with your customers.

Automatically inform your customers via SMS and email at every stage of the process, from the opening of the service call record to the post-service satisfaction survey. Reduce uncertainty and anxiety. Eliminate unnecessary phone calls and email traffic. Be transparent and predictable with your customers. Provide impressive experiences with your professional working style.

Create your service invoices accurately and on time.

Create the initial order in CRM at each stage (call registration, planning, proposal, service form, post-service) as per the situation, and finalize it by approval. Then, transfer it to the customer's ERP system and convert it into an invoice. Since all labor, material information, and service operations are recorded in ERM CRM, calculations are done automatically. Easily track and audit with control reports. Complete one of the most complex and sensitive operations in technical service—billing—quickly, effortlessly, and accurately.

Analyze your service costs and profitability.

Automatically calculate service, labor, and other service costs based on the information entered in call records, service forms, materials, and product master data on a customer and general basis. Retrieve cost, revenue, and profitability analyses from the system with the desired breakdown and detail. Subject your technical service performance and profitability to a comprehensive analysis. Identify improvement points and take necessary actions.

Derive the holistic performance of your service process.

Analyze duration and efficiency at each process stage, unit, technical personnel, and supplier level. Evaluate reports of call records opened based on product, material, customer, region, authorized service, etc. Thoroughly review customer satisfaction survey results. Identify development opportunities related to products, services, processes, suppliers, and employees based on data—plan necessary improvement actions.

Protect your equipments.

Create inventory records for all your equipment and devices, whether used by you or your customers, along with all their details. Plan periodic maintenance. Automate maintenance operations. Track all service operations retroactively in the equipment history.

Easily manage the repair of faulty equipment.

Create service records for faulty equipment, determine the type of malfunction and the repair method, decide whether to repair the equipment on-site or at the center, identify the materials to be used, generate prices and quotes, obtain customer approval, assign a technician for the repair, manage material shipments, keep the customer informed at every stage, deliver the repaired equipment, and handle invoicing. Manage all these complex and dynamic processes effortlessly and effectively.

Simplify warranty tracking.

Record the serial numbers, installation dates, warranty conditions, and warranty periods of the equipment you use or those in customer locations. Identify which equipment has transitioned to a paid status and which is still under warranty. Avoid financial losses. Additionally, it automatically generates and manages extended warranty offers.

Automate periodic maintenance tasks.

Plan and schedule periodic maintenance for the equipment and software used in your company or at your customers' sites. Create automatic appointments and work orders. Keep your technical teams and customers updated on maintenance progress through instant SMS and email notifications. Generate automated service forms, orders, and billing information. Ensure your maintenance tasks run smoothly and your cash flow remains stable.

Manage spare parts usage efficiently.

Implement an approval mechanism to manage the shipments of spare parts and consumables needed by your technical service teams. Track both paid and free spare parts. With Material Management, unnecessary stock excess is prevented while delays are reduced caused by shortages of critical materials. Lower your repair costs and respond quickly to customer service requests.

Create professional proposals for service opportunities.

Some technical service requests fall outside the warranty and maintenance coverage and are subject to charges. Providing customers with quick, consistent, and accurate proposals before or after opening a service call is critical for converting service opportunities into sales. With ERM CRM's proposal preparation program, you can quickly create professional proposals using the latest material, product information, and pricing in the system and easily send them to customers.

Adhere to your SLA commitments.

Take complete flexibility in defining service level agreements (SLAs) in ERM CRM. Associate your SLA definitions with service calls. Manage service calls within limits by prioritizing them. Let the system automatically track SLA rules and durations for you. Manage your service commitments on time. Keep your teams and customers fully informed. Avoid damaging relationships with your customers by providing delayed or incomplete services. Save your time by exceeding the service durations specified in the SLA.

Ensure data and application integrity with ERP integration.

The ERM CRM platform has two-way integration with the most widely used ERP applications in Turkey (such as SAP, Logo Tiger, Netsis, Mikro, Eta, Uyumsoft, IFS, etc.). This capability transforms our technical service management solution into a robust enterprise platform. With ERP integration, update and manage your product, material, and price lists from a single location. Eliminate data inconsistencies. Ensure two-way data feeding. Manage your technical service processes within ERM CRM while keeping your billing operations consistent within your own ERP. Combine the capabilities and functions of both applications.

Benefit from the collaboration of solutions all in one place.

It's as powerful as the variety of tools in a master's toolbox. In addition to the essential subprocesses of the technical service management solution, use all the solutions of the ERM CRM platform (contact management, lead management, order management, proposal preparation program, task and job tracking, activity management, complaint management, document management, etc.) in a coordinated manner to create high efficiency. Manage, monitor, and report data and processes consistently from a single center.

Accelerate your suppliers.

Coordinate your supplier relationships for timely and quality service in providing spare parts and consumables for technical service. A chain is only as strong as its weakest link. Define and manage your suppliers within ERM CRM. Make them a part of your technical service management process. Keep them informed on time, track the work orders pending with them, and identify bottlenecks and issues. Analyze supplier performance and enhance the coordination and progress of the process.

Eliminate unnecessary, repetitive, and manual processes.

Every use of technology brings innovation and change to work styles. Streamline your business processes with our multi-layered and comprehensive technical service management solution. Automate manual tasks, eliminate unnecessary procedures, and consolidate repetitive processes. Save on costs and time.

Strengthen your corporate memory.

A service must have a past and memory to have a bright future. Strengthen your organization's corporate memory to create a customer—and service-oriented vision. With detailed customer records and service history, you can easily recall your customers' past experiences, understand their special needs, and anticipate future service requests. By enhancing your corporate memory, you can increase customer loyalty and nurture long-term relationships with them. Ensure that every detail of your service process is recorded in a centralized database, eliminating the loss of valuable data, insights, and experiences.

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Teknik Servis Yönetimi

Teknik Servis Yönetimi, bir işletmenin ürün veya hizmetlerinin teknik destek, bakım, onarım ve servis taleplerinin etkin bir şekilde yönetilmesini ifade eder. Bu süreç, müşterilerin ürünlerinde veya hizmetlerinde yaşadığı sorunları çözmek, teknik destek sağlamak ve kaliteli hizmet sunmak amacıyla tasarlanmıştır.

Teknik servis yönetimi çözümü, teknik servis ekiplerinin müşterilere daha iyi hizmet sunmasına yardımcı olmak için tasarlanmış bir yazılım uygulamasıdır. Bu çözüm, müşteri taleplerini yönetmek, servis çağrılarını takip etmek, yedek parça ve ekipman siparişlerini vermek ve servis formları ve raporları oluşturmak için gerekli olan fonksiyonları ve hizmetleri sağlar.

Teknik servis yönetimi çözümümüz çok katmanlı, çok kapsamlı ve fonksiyonel derinliği çok fazla olan büyük bir ekosistemi andırmaktadır. Küçük bir firmadan yüzlerce yetkili servise sahip büyük bir holdinge kadar her büyüklükte firmanın ihtiyacını karşılayabilecek esneklik ve çeşitliliğe sahiptir. En etkileyici yönlerinden biri de şirketlerin bu çözümler matrisinden kendi ihtiyaçlarına özel çözüm süreçlerini bir araya getirerek kendi özgün teknik servis yönetimlerini oluşturabilmesidir.

ERM CRM platformunun hepsi bir arada bütünleşik diğer çözümleri de bu ekosisteme katıldığında ve bunun üzerine bir de Türkiye’nin en yaygın ERP sistemleriyle çift yönlü entegrasyonlar devreye girdiğinde ortaya muhteşem bir sinerji ve katma değer çıkmaktadır.

Çözümümüz Türkiye’nin en yaygın ERP uygulamaları arasında yer alan SAP, Logo Tiger, Netsis, Mikro Yazlım ve IFS ile çift yönlü hazır entegrasyonlara sahiptir.

Teknik Servis Yönetimi çözümü, ürün veya hizmet satan ve satış sonrasında teknik destek sağlayan tüm şirketler için uygundur. Bununla birlikte, çok sayıda teknik servis talebi alan şirketler, servis sözleşmeleri olan şirketler, değişik teknolojik ürünler veya hizmetler sunan şirketler tarafından daha çok tercih edilmektedir.

Servis İçin CRM

Servis için CRM çözümleri, işletmelerin müşteri hizmetleri, teknik destek ve servis yönetimi süreçlerini daha düzenli ve verimli hale getirmek için tasarlanmış yazılım ve araçlardır.

CRM servis çözümlerimizin işletmenize sağladığı katkıları şu şekilde özetleyebiliriz:

Teknik servis yönetimi ile servis süreçlerinizi daha güçlü bir şekilde yönetin.
Yetkili servis yönetimi sayesinde hakkediş sürecini düzenleyin, yetkili servislerle olan ilişkilerinizi güçlendirin.
Servis sözleşme otomasyonu ile sözleşme odaklı bir servis mimarisi inşa edin.
SLA yönetimi ile hizmet seviyelerini izleyin ve anında müdahale edin.
Malzeme yönetimi ile envanteri daha iyi kontrol edin ve stok yönetimini optimize edin.
Cihaz yönetimi ile müşteri cihazlarını daha iyi takip edin ve bakım planlarını kolaylaştırın.
Arızalı cihaz tamir yönetimi ile hızlı müdahale sağlayarak müşteri memnuniyetini artırın.
Cihaz kiralama yönetimi ile müşterilere kiralık cihazlar sunarak hizmet yelpazenizi genişletin.
Periyodik bakım yönetimi ile cihazların düzenli bakımını yapın ve işlerin aksamamasını sağlayın.
Memnuniyet anket yönetimi ile müşteri geri bildirimlerini toplayarak hizmet kalitenizi iyileştirin.
Servis ürün yönetimi ile ürün ağaç yapınızı güncel ve tutarlı hale getirin.
Servis formu yönetimi ile servis taleplerini hızlı ve profesyonelce yönetin.
Servis faturalama yönetimi ile fatura süreçlerini otomatize edip hızlandırın.
Servis ekibi yönetimi ile personelinizin iş yükünü dengeleyin ve görevleri daha verimli bir şekilde dağıtın.
Yardım masası ve destek ile müşteri taleplerine hızlı yanıt vererek müşteri memnuniyetini artırın.

CRM servis çözümlerimizi özel ve farklı yapan temel özellikler şunlardır:

Her biri birbirinden harika çok fazla çözüm seçeneğinin olması
ERM CRM’in kapsamlı çözümleriyle tek bir platform üzerinde bütünleşik çalışması
Günlük uygulamalarınıza ve yaygın kullanılan ERP yazılımlarına kolaylıkla entegre olması
Firmanızın özel ihtiyaçlarına göre hızlıca uyarlanabilmesi ve size özel süreçlerin tasarlanabilmesi
Dashboard, raporlama ve veri izleme altyapısının gelişmiş olması
Kullanımının kolay olması
20+ yıldır her sektörden her büyüklükte firmada çalışıyor olması ve sürekli geri bildirimlerle fonksiyonel derinliğinin artırılması

Evet, çözümlerimiz kullanıma hazırdır. Yapacağımız sadece şirket ihtiyaçlarınıza göre CRM satış çözümlerimizi kısa süre içinde size uyarlayıp özelleştirmektir.