For retailers operating a Customer Service department, integrating Customer Service software to your POS makes for the seamless management of Service Orders, inventory of repair parts, and warranty management. With Customer Service software, furniture and appliance retailers can also manage your service staff, in-home service routes, and labor costs.
For products that require routine maintenance or that are likely to need repair over their lifespan, running a service department can be a valuable addition to your business. STORIS’ integrated Customer Service module allows you to manage orders for non-inventory requests, such as a technician’s time and labor. Service Orders can be created as independent items for new customers or be linked to a Sales Order with the customer’s history, contact details, inventory information, and related warranties or protection plans.
For retailers needing to order specific parts associated with a job, STORIS can create a purchase order for those parts that link to that Service Order. This can also be submitted, acknowledged, and completed through EDI for manufacturer parts. Retailers can maintain an inventory for parts that are routinely needed. Tickler messages are a useful tool that alert the technician assigned to a Service Order of a status change or when parts that are needed to schedule the job have been received.
Your service department is easily coordinated using STORIS Customer Service to monitor work schedules. Labor rates of personnel who are assigned to the Service Order are used to appropriately calculate the price of the service. If the Service Order will take place at the customer’s home, STORIS’ logistical scheduling functionality can be used to build optimal Service Routes. Labor hours per service technician can be used to manage route capacities. At the POS, Service Orders can be scheduled using available dates to meet customer expectations. Service Routes can also be routed via STORIS’ certified integration to Dispatch Track.
Retailers can increase their average ticket by upselling protection plans and extended warranties based on the inventory being purchased. At the Point of Sale, retailers can enable plans to be automatically added to an Order, suggested via a pop-up window, or manually added. Each Protection Plan has definable attributes including its cost, price, and restrictions. STORIS tracks expiration dates as well as specific rules associated with the terms of service. Linkage to the initial Sales Order helps the retailer appropriately price services based on the terms of the warranty and manage the parties responsible for service fees. Retailers can integrate with a number of industry partners for automatic data transmission.
Customer Service teams often handle items that were received damaged from the manufacturer. STORIS’ Vendor Chargeback functionality allows retailers to track outbound transfers of returned merchandise as well as monies-owed to the retailer once the chargeback is processed.
STORIS’ integrated software supports both sales and customer service operations to help appliance retailers provide seamless customer experiences. In our new Appliance Software Guide, learn about our customer service functionality including accurate vendor chargeback management and automatic linkage of extended warranties or protection plans to service repairs.
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