Single Source Systems, Inc.

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SM-Plus 3.20 Now Available!

Service Management-Plus 3.20 provides the enterprise software solution for service-focused companies that are ready to bring their service operation up to a high-achieving source of revenue. Today, maximizing every opportunity is essential. Outdated, cumbersome and error-prone business processes cannot withstand the pressures of aggressive competitive challenges, increasing customer expectations and wobbling industry trends.

Experience with over 500 customers has given Single Source Systems unique, up-close perspectives on the typical operational and market-driven issues that service organizations face, whether they are a start-up SMB or global market leader. SM-Plus has always helped companies achieve high performance and efficiency goals. Now, SM-Plus v3.20 helps companies progress even further. Vague goals can now be refined, pursued, maximized. Challenges can be transformed into competitive advantages. There can be a renewed focus on analysis, research and continuous improvement. 
     SM-Plus v3.20 helps companies...
    • Monitor performance triggers and take a proactive approach to KPIs
    • Empower personnel company-wide to assume strategic roles
    • Target new customers, re-engage existing ones with Customer Relationship Management (CRM)
    • Maximize savings and profit opportunities Enhanced Tracking and Reporting Tools
 

 


Ad hoc Reports, DataViews, Key Performance Indicators

A key consideration in the efficient use of resources for a service company is how exceptions are handled. Whether it is a customer complaining about an invoice error or a field technician that didn’t arrive on the work site on time, and when he does arrive, he doesn’t have the correct part and isn’t sure if there is one in inventory, these types of exceptions can erode the productivity of personnel and entire departments.Unfortunately, customer satisfaction often erodes too.There is only one cost effective way to address exceptions, errors, delays, customer complaints and internal communication errors: Prevent them. Enabling companies to take a proactive stance is one of the key features of Single Source SM-Plus v3.20. It begins with accurate reports--and how those reports are accessed and utilized. SM-Plus v3.20 enables users to take advantage of Role-based Work Benches and flexible ad hoc reporting tools to monitor key status indicators in real time. Triggering events can be detected long before the potential problem escalates to a costly, time consuming incident. By identifying these trouble spots early, the manager can use new v3.20 DataViews to easily drill down into details and slice/dice data in order to find the cause. Preemptive measures can then be taken. Important decisions can be based on reliable data. The DataViews tool simplifies the typical reporting process and gives users the power of information.

 

Customer Relationship Management (CRM)

 

For service-focused companies, strong relationships with customers and prospects are particularly important. Meeting their high expectations requires prompt, individualized attention. Install base sales, up-sell and cross-sell opportunities are essential for continued revenue, steady cash flow and enhanced market share growth.
 
SM-Plus v3.20’s CRM functionality enables service and sales departments to take a proactive approach to generating sales, building customer loyalty and leveraging customer satisfaction into repeat business. Especially tailored for the unique needs of a service-focused organization, SM-Plus CRM functionality is well-suited for the sale of customized equipment with installation, warranties and service contracts.   
 
Customer Service Influences New Sales
When companies spread the responsibility for increasing install base sales company-wide, the sales cycle information must be easily accessible and integrated to the company-wide business solution. SM-Plus CRM (Customer Relationship Management) tool gives users—from sales representatives to service techs—a big-picture view of existing accounts, including original sales proposals and pending new orders. Such visibility helps ensure VIP customers get immediate response to all of their service inquiries. Excellent customer service is one of the most effective, persuasive sales tools.
 
Events Trigger Sales Opportunities
Providing the sales team with visibility into install base needs—particularly as they relate to renewable service agreements, gives sales agents valuable insights and pipeline projections. Frequent service incidents can also alert the sales person of a possible need for an upgrade or replacement. Other trigger-activities, such as a warranty expiration, can automatically create a sales opportunity and prompt a predefined campaign activity.
 
CRM Provides Untethered Access
SM-Plus CRM also helps track leads for new customers and manage steps in the campaign cycle. The ability to run untethered helps the sales person—or the field technician—access quotes, sales tools and contracts while on location, speeding the process, helping to close a sale when the interest is high.
 
Single Database Eliminates Redundancies
The details of the account—from contact information to unit and purchase history—are shared between sales and service departments, eliminating duel entries and increasing productivity. Because there is no paperwork delay between the sales and accounting departments, the billing process is shortened, speeding cash flow.

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