Jan 12 2010
Dexter + Chaney has introduced a new Service Request center in its Spectrum® Construction Software that provides, on a single screen, access to all of the information required to handle a customer’s service request. A customer service representative (CSR) can use the information on the Service Request screen to create a new work order within seconds.
When a call comes in, the CSR can view all the critical information to handle the call on one screen; the list of equipment on-site, the history of work performed, service contracts in force, the customer’s credit status and open purchase orders are visible in one place. The CSR can create a new work order with a minimum number of keystrokes, typically within 20 to 45 seconds.
John Chaney, Dexter + Chaney co-founder and president, emphasized that the service management portion of Spectrum is completely integrated with all other areas of the system. “All data about the service call—from the time the request is made through its completion—is entirely integrated,” he said. “That includes purchase orders, inventory, payroll, billing and new construction. There’s no export or import of information between modules in Spectrum.”
Spectrum also integrates with e-mail to speed customer service. The CSR can simply drag a customer’s service-request e-mail onto a “hot spot” on the Service Request screen. Spectrum reads the e-mail address (or domain name) and instantly identifies the customer. A new service request can be created in seconds with the customer’s original e-mail included.
Source: http://www.dexterchaney.com