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Service ManagementService Management EPSILON Service Management optimizes customer service with timely response to customer requests and puts knowledge in the hands of customer service personnel. EPSILON understands that customers want rapid response service. From initial contact with the customer regarding an incident, to in-the-field operations, to processing returns quickly and efficiently, EPSILON Service Management provides the visibility and accountability your business needs.
Contract Management EPSILON Contract Management used in conjunction with EPSILON Field Service ensures the timely and accurate execution of service contracts. Additionally, this solution holds the historical activities against the contract to better meet customer expectations. • Service contracts Field Service EPSILON Field Service is designed for people who install, repair, or service offsite or at the plant or depot. You can centralize all processes related to the dispatching of technicians and cost reporting of service calls in the field. This application supports drop shipment of service parts directly to the customer site. The application is set up for a single interface, so a dispatcher can track all stages of each service call with just a few mouse clicks. • Inventory allocations Case Management EPSILON Case Management is fully integrated with Field Service for easy access to dispatching field activities and providing field service representatives access to online knowledgebases, existing customer field service calls, warranty information, and service contracts. Returned Material Authorization Enhanced return processing offers enterprise-wide tracking of pending returns and disposition of these parts by unique returned material authorization number. Enter information about returns, and transfer that information to the different groups that may need to take action (e.g., inspection, billing, and order processing). Armed with full notes capabilities and document management functionality, tracking the steps of a returned part for requirements certifications is inherent in the system. • Unique RMA number |
