ManuLogic - CRM for Technology Appliance Manufacturers
An End to End Business Solution for Technology Appliance Manufacturers
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Increasingly, manufacturers and distributors of technology equipment are turning to Customer Relationship Management (CRM) solutions to enhance customer support, sales, and marketing operations.
While CRM systems, as well as more focused, customer support solutions generally ship with a default configuration for account, contact, opportunity and case management, this out of the box feature/functionality set normally provides only a fraction of the benefit that manufacturers and distributors can realize by implementing a CRM solution that's design ed to fit their needs.
At Lexnet, we have incorporated years of best practices into a template solution that addresses the unique needs of technology equipment manufacturers. This solution is available either 1) on demand, 2) hosted on a dedicated server, or 3) as purchased, in-house software that runs on your own server.
Since no two companies' needs are the same, ManuLogic is easily modifiable through the use of SaaSWizard's rapid customization tools -- to address your organization's unique business requirements. SaaSWizard Inc.'s extensive customer support legacy of SupportWizard and EntepriseWizard products makes its platform ideal for support-centric applications.
Manulogic Features
- Track and maintain detailed field Equipment information in a shared interface
- Regularly update Customer and Equipment information from an ERP system
- Manage multiple warranties/contracts per Equipment record
- Create automated maintenance renewal reminders and alerts
- Manage shipment requests, delivery and return of field replaceable parts
- Catalog, present and distribute procedures for parts replacement
- Allow for customer Ticket creation via e-mail
- Allow for customer Ticket creation via Web form
- Set up Web form to Lead to Qualify to Partner process
- Provide a reseller and/or a customer portal
- Cross platform for in-house implementations -- runs on Windows, Linux or Solaris
- Easily convert from multi-tenant hosted to dedicated hosted to in-house
ManuLogic Benefits
- More efficient staff operations
- Faster issue resolution time
- Easier customer and reseller access to information
- Better customer and reseller communication
- Higher maintenance contract renewal rates
- Higher recovery rate of replaced parts
- The ability to change the deployment method based on changing conditions
Equipment Management
The Equipment area is used track serial numbers and part numbers as well as to connect equipment to the customer that owns the equipment and to the reseller who was involved in the sale. Other information, such as location, installation date and whether the equipment is owned or on loan can be easily viewed. Contracts and support Tickets are linked to the Equipment.
Equipment List View
Equipment Detail View
Customer and Partner Information
Company View of Customer
Easily view what equipment a customer owns and then drill down on the detail.
Company View of Partner
Track what equipment each partner has sold and to what customers.
Ticket Views
Ticket List View
A powerful Saved Search engine is used to define Ticket queues.
Ticket Detail View
Tickets are tied to an Equipment record, so a full incident history is available for any piece of equipment
Procedure Search
Create a searchable database of common procedures and make these accessible to users and partners.
E-mail Communications
Manage interactive customer e-mail communications all within a Ticket, so that communications are never stuck in one CSR's mailbox.
RMA - Replacement Parts Shipment Requests
Allow your CSRs and techs to request that parts to be sent to the field for replacement and return -- right from the Ticket record. Automatically e-mail requests to internal staff or to third parties.
Contract Management
Manage one or more contracts for each piece of equipment.
Contract Detail View
Create e-mail templates and use Rules to send renewal reminder notices.
E-mail Template Editor
Customer and Partner Interaction
A simple and customizable user interface allows authenticated customers and partners to submit Tickets, review Tickets and view solutions and procedures.
Reporting
Create graphical, spreadsheet, HTML and text reports. Schedule these reports to be automatically delivered to internal management or to resellers and partners.
Reports Dashboard
Much More...
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