After-sales service response action file
This report is used to obtain a real mission order document for the implementation of any type of after-sales service response.
Some information enable the technician to carry out the service response.
Other sections of the report allow the service response to be accounted for. They also make it possible, if needed, to add more information to be later entered in Sage X3. (Consumed items, returned items etc.)
Prerequisite
Access to the report
This report can be accessed from the report menu of the group Help Desk.
It is also called by default from the following functions :
Customer relation > Customer support > Service responses
List of criteria
Parameter | Parameter title | Type |
|---|---|---|
itndeb | Service response range | VCR |
datdeb | Date range | D |
don | Completed (Local menu No, Yes) |
Description of the report
The service response record is sub-divided into 5 separate sections:
- Description of the service response.
This section mentions all the information necessary to carry out the service response:
- Date and time
- Customer's identity
- Contact to ask for
- Serial number of the equipment to be maintained
- Type of coverage
- Location for the intervention.
- Service response request concerned.
The description of the customer problem is presented again in order for the technician to understand the nature of the work to be performed.
- Account of the service response.
- The technician can directly write their service response report on the paper document.
- Two additional pieces of information are of great importance:
- The time spent.
The effective solving of the customer problem
- Product management
- The technician can enter a certain number of information for the benefit of the stock manager.
- The list of products consumed to carry out the repair.
The list of products recovered and that can be reintegrated into the stock. - This information will be entered later on in the appropriate functions in Sage X3.
- Customer comments and agreement.
After each service response, the customer may be asked to sign the service response record. This signature testifies to the actual completion by the technician of the requested mission. If the customer wants to make some reservations or comments, they can directly mention them on the service response record.