Your Customer Deserves Good Service!
Fast,
Responsive by BScaler ERM
Smart enterprises know that an existing customer needing Service
is an opportunity, not a chore, and a new customer even more so.
Selling your items, and increasing sales, is immediately rewarding to all involved:
The seller, the Sales Manager, the VP and on up. When a customer reports a problem, though,
people may react with unproductive emotions like fear, arrogance, mistrust or worse.
BScaler combines SMB ERP, SMB CRM, SMB SFA and SaaS SMB into
a Unified Database System to provide a total Web-based business management Solution for VARs, Resellers Distributors,
Importers and SMBs.
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At BScaler, we regard a service request or a problem reported as an opportunity to prove oneself, to satisfy
customers even more and a sales prospect by itself. Our ERM and with it, My Service Desk, are built to reflect our corporate
philosophy regarding customer service, i.e., Not a Nuisance but:
Service Tickets
With a good response methodology in place, you can make a service request the opportunity for at least one
positive interaction with a client that can reward your business with
- Positive word-of-mouth
referral
- More repeat
business
- Perhaps even a
sale on the spot.
- BScaler’s service response
methodology makes this very easy with My
Service Desk in the total business solution for SMBs, the Enterprise Resource Manager™.
Your Service Unified Database
Your Service Desk
ERM™ users with
the Support Role use a browser to log in, anywhere at any time, to access My Service Desk. It shows all outstanding Service Tickets in
their categories. For example:
- Gold, Silver,
Bronze Coverage
- In Warranty,
Out of Warranty
- RMA Return
Material Authorization
- Tech Support
- Bug Report/Tracking
- Hotline
Support
- Professional Services assignment and tracking
BScaler Service Module Workflows
Clicking a Ticket number to opens up the Service Request Processor page for that request. Read about the work history performed so far and enter what you will do next. This page also has Service Contact names and
numbers to keep the customer informed of the progress of your response to their
request
The first Service person to be called kicks off
the response process by creating a new Service Ticket. ERM assigns it a number and create fields to be entered with appropriate new information.
The customer sees clearly that you have well defined methodology for dealing with these service requests and will be confident of a timely and
positive response.
ERM Keeps You Organized and Focused
Follow your support procedures, with the help of ERM’s My
Service Desk, to make Service an important part of Customer Relationship
Management.
Positive results come from positive processes with clearly defined methodology.
BScaler ERM is the home of smart business processes for the whole enterprise.
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