Wisetrack

wisetrack is a perfect solution for monitoring and maintaining after- sales support activity. It works as a reminder for renewal of contracts; checks performance of service engineers; updates clients about service calls; prepares MIS reports of a particular client. It also provides SMS and email service prompts to clients support teams. The best part is that the user does not require technical experience to use wisetrack.

 

wisetrack keeps business simple!

KEY FEATURES

  • Maintains complete database of client, vendor and employee contact details
  • Assists in assigning selective service engineer with required skills set with proximity to call area
  • Provides timely reminders for warranties, AMC expiration/renewals/payment/installment/PMS etc.
  • Provides help-desk with detailed information at a glance
  • Auto generation of ticket number for complaints registered
  • Intimation of service appointment by email and sms to the respective engineer and client
  • Maintains visit entries with actions taken, along with the status and service history
  • Helps in printing receipt /payment vouchers
  • Has an option of bulk messaging and mass emailing, which ensures communication of new product /service launch to all contacts
  • Calculation of service call cost, to help justify the service charges and to gauge profitability
  • Auto-escalation of issues to user-defined authorities
  • Managing inventory through barcode sticker printing
  • Can export all data to Microsoft­ word/excel or pdf format
  • Import customer’s details and sales bills from Tally ERP–9 accounting software

PERIODICAL REPORTS GENERATED

  • Customer report
    • New customer list
    • Service ledger of customer
    • Active/inactive customer list
  • Call reports
    • Date-wise/customer-wise/service engineer-wise/complaint-wise /product- wise
    • Pending call/postponed call/chargeable calls/ calls re-opened
  • Maximum number of service call/ visit details
    • Date-wise/customer-wise/service engineer-wise/complaint-wise /product -wise
  • Sales report
  • Contract renewal report
  • Customer/product covered under AMC/service
  • Payment collection reports
  • Service cost report
  • Pending/postponed/closed call reports
  • Service engineer allocation
  • Engineer performance report
  • Comprehensive AMC/non-comprehensive AMC report
  • Miscellaneous reports
    • Service engineer allocation
    • Visit vouchers
    • Pickup list
    • Employee attendance report

FUNCTIONALITY

Wisetrack works across following modules

  • Customer Management
    • Maintains customer details with all contact Information
    • Generates mailing labels for communication
    • Mass e-mails to clients about new services/product launch
    • Sets customer status as active/Inactive for concerned product
  • Annual Maintenance Contract (AMC) Management
  • Manages AMC details
    • Alerts for warranty/contract expiration
    • Auto generation of AMC proposals
    • Sends SMS/Email reminders to client for expired contracts
  • Preventive Measurement Service (PMS) Management
    • Defines PMS calls under the contract managed
    • Alerts for due PMS calls
  • Complaint Management
    • Auto-generates Call Ticket number
    • Checks skills of a service engineer before assigning a call
    • Maintains a log of actions taken by the service engineer
    • Calculates call costs and ascertain that, the profitability is maintained
    • Tracks service calls based on its closure
  • SMS/Email Facility
    • Sends SMS and emails to clients and service engineers with call details
    • Simplifies communication and ensures prompt services to the client
  • Escalation Management
    • Autosends escalation emails to higher authorities, preventing unwanted incidents or negligence
    • Sends escalation emails to 3 user-defined levels of authorities for following issues:
      • If a call log exceeds pre-defined amount of calls for a product
      • If a single call is attended by more than pre-defined number of engineers
      • If calls received in a day exceeds pre-defined numbers
      • If no action is taken for a particular call for predefined number of days
  • Inventory Management
    • Checks for under warranty or AMC equipment
    • Tracks number of stand-by equipment at clients premises, number of equipments at service centres and number of equipments in transit
    • Prints bar code stickers, which help to track movement of components
  • Repair Centre Management
    • Keeps track of equipments brought in for repairs and services
    • Prepares cost sheet with labour charges and replacement part cost
    • Generates repair-slip after confirmation to facilitate repairs
    • Generates invoice as per the cost sheet