Customer Service Management for Retailers
- Provide value-added benefits to your customers beyond the initial sale of an item
- Tie service requests to original sales orders and customer profiles for easy follow up
- Track appliances and electronics using a serial identification number
- Order and manage inventory of parts required to properly service a product
- Manage payments and responsible parties required with access to warranty terms
- Organize time and routes for your service department
- Extend your average order value with service-related add-ons
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Customer Service & Repairs
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.
Service Parts Procurement
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.
Service Team Management & Routing
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.
Protection Plans & Extended Warranties
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 Guardsman & Montage for automatic data transmission.
Customer Service teams often handle items that were received damaged directly 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.