CBS
CBS - Email-IT
Purpose Software have developed the Email-IT module to extend the core CBS system to collect meter readings direct from your customers, advise you of escalating machine service requirements and keep your customer informed of the progress of their service request.
Make life easier... 'Email for meter readings'
- Make life easier for your customers by automating their meter reading procedures
- Each meter request email contains model specific instructions for obtaining the meter reading
- Convert meter readings to invoices without re-keying any details
For any Office Equipment Dealer the single most time consuming and onerous task is the collection of meter readings.
It is not unusual to spend several days a month telephoning customers requesting a meter reading. In the case of machines billed quarterly, customers will often forget how to obtain a meter reading, requiring additional time to explain necessary procedures to access this information.
Each email contains model specific information on obtaining the reading. Once the customer has replied to your email request, invoices are generated without the need to re-key any details, saving considerable time over traditional meter collection methods.
Should your customer not reply within a reasonable period of time, the text of the original email can be amended at will and a second request re-sent.
'Email call alert'
- Improved customer service
- Impress customers with rapid awareness of service issues
- Facilitates a pro-active approach to customer satisfaction
This feature comes into its own with high priority machines or important customers. Once a request for service is received and logged, a named person within your organisation is sent an auto generated email advising them of the details, allowing a pro-active approach to be taken.
The named person can then ensure the customer receives optimum customer service, allowing you to stay ahead of any complaints regarding machine faults,particularly useful when machines are on trial and the performance of your service function is under close scrutiny by a prospective customer.
- Escalation emails auto generated when a machine enters
escalation process - Managers informed immediately if their input is required
- Highlights engineer training issues and problem machines
- Improved customer service
- Impress customers with rapid awareness of service issues
- Facilitates a pro-active approach to customer satisfaction
- Frees up valuable staff resources
- Easy for your customers to request service or consumables
- Allows ‘Out of hours’ call logging
- Emails are automatically sent to the sales team
- Protect machines from competitors
- Reminders for potential upgrades
- Prompt for machines not visited for 6 months
- Notifies lease expiry due
- Checks if target AMCV exceeds actual AMCV
'Email call escallation'
(with option text messaging facility)
This is a development of the Call Alert concept and is intended for all machines within your company. There are 4 escalation levels, each classified as a number of calls within a number of days. For example, escalation level 1 could be a machine recall, whereas level 2 could be 2 calls within 30 days, with level 3 being 3 calls within 30 days.
The number of days and calls can be set to your company requirements to reflect your degree of service performance monitoring. It is possible to specify the types of calls that produce an escalation email, which can be configured to include details of the customers model, call category, symptom, notes, and contact details, current meter reading, average monthly copy volume, install date plus history of previous service visits to the machine. Up to six individuals can be specified to receive an email for each level of escalation.
In this way, Service Managers and Service Directors can elect to be informed only of those most serious failings. Increased awareness of service performance will highlight engineer training/motivational issues as well as problem models/machines before too much damage is done to your company’s reputation across the business community.
'Email call notification'
Call notification auto generates an email to your customer’s designed machine operator to confirm a service call has been logged, an engineer despatched or the call closed. It is also possible to set automatic emails for a combination of these service response milestones. It is possible to specify types of service calls that generate email notifications, ensuring only relevant emails are sent to your customers.
The text for all auto generated emails is configurable, by you at any time. This option provides a competitive advantage as your customers do not need to chase you for information, enhancing customer perception of your organisation, professionalism and quality.
'Web site call logging'
Our 'web call logging' software works through a link on your Company website. Clicking on this link opens a form for the customer to enter their details and the reason for their service request or the type and quantity of consumables required. Without user intervention, this service call appears on the Commonsense View Screen for subsequent action.
'Sales team email alert'
This option allows you to email Sales People details of machines due for contract renewal, lease expiry, not visited in the last 6 months or if target AMCV exceeds actual AMCV. This can be scheduled to run on a regular basis helping to protect your machines in field from the unwanted attention of competitors.
If you are familiar with ‘Info-Access’ – a flexible reporting language built into the Commonsense system, you will be able to create your own criteria. The software also has the added benefit that running these statements and the subsequent generation of emails may be automated using Windows Task Schedule.
To learn more or arrange a demo please email us at: enquiries@purposesoftware.co.uk or call us on: 01494 523111
More about CBS Email-IT...
Download the CBS Email-IT product fact sheet - PDF 641Kb
